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Annual report for tenants - Plain Text Version

OUR FACTS AND FIGURES 2016 – 2017

Total number of homes – 6041
Total number of garages – 1575

We accessed Government funding to buy more homes.  This means we now have more housing stock available and 8 new tenants were rehoused in a home that was suitable for their needs.

West Lancs Homefinder

Facebook page now has 563 Likes

Number of housing enquiries dealt with by our Customer Services team – 42,535
Number of housing enquiries that we received via our website – 827

Introducing our new mobile app
Report repairs or pay your rent 24/7 and much, much more
Simply visit the app store or Google play and search for the ‘My Tenancy’ app.


Letting our homes

We helped 595 households move into their new home
Costing us on average £2027 to prepare each property
In an average time of 45.5 days

27 tenants transferred to a smaller home
5 tenants qualified for our downsizing scheme

Look to transfer to move home?
Check out our website now – www.westlancshomefinder.co.uk

45 furnished tenancies were created to support new tenants set up their home

74% of offers of accommodation were accepted first time
92% of housing applications are made online


Your rent

£25.4M the amount of rent collected during 2016/17

We recruited an additional money advisor, meaning we now have a team of 3

1457 tenants were supported through our money advice service, accessing an additional £266K of benefits

46 families were helped to more to Universal Credit and to manage their money more efficiently

339 tenants were prevented from facing court proceeding following help from our money advice service

£96K the amount of rent arrears collected from former tenants.  We plan to review our process in 2017 to help us improve further

We now offer rent and money advice drop-ins and appointments at the Zone, Children’s Centres in Skelmersdale and West Lancashire College.


Improvements and Repairs

Repairs reported online – 784
Repairs reported by telephone – 20,358

99.81% of our homes had a valid Gas Safety Certificate.  Our aim is to achieve 100% and ask that you work with us to ensure we reach this.

We spent £1.5M carrying out 20,009 repairs to your homes

96% of customers were satisfied with the repairs service

£6.7M the amount we invested on your homes by completing our investment programme
1844 homes benefited from our investment programme

148 rewiring works costing £252k
51 Reroofing works costing £293k
525 New doors costing £422k
494 new kitchens costing £1.90m
300 new bathrooms costing £644k
668 new heating systems costing £1.71m

£105K spent on improving our garages

We carried out 232 jobs to adapt our properties.  By completing this work it will help our tenants stay in their home for longer.


Your neighbourhood

150 tonnes of rubbish was collected over 6 community action days from across the borough
200 residents used the skips provided across West Lancashire

150 hours of support were provided from the community payback offenders
We handled 56 anti-social behaviour cases
1 person was evicted due to anti-social behaviour

We aim to provide support for victims of anti-social behaviour and where possible put the necessary steps in place to prevent any further problems.


Older person accommodation

We have 12 older person sheltered accommodation schemes available across the borough.

Our older person apartments are under one roof and a scheme manager will make regular visits.  Each apartment is connected to a 24 hour emergency response service to ensure you are safe when you are in your home.

If you are interested in applying for older person sheltered accommodation contact the Allocations team on 01695 585 049.


Customer engagement

Our Tenant Scrutiny Group continues to work hard to identify areas for improvement within housing.

They recently undertook reviews of customer feedback and the work of our Estate Management team, where a number of recommendations were made.

Going forward they plan to continue to understand our tenants’ needs and how the service we provide can be improved.


Compliments and complaints

24 formal complaints were received and investigated, in an average time of 14 days.

5 of these complaints were escalated and reviewed by the Chief Executive.

Communication
We identified that a number of complaints resulted due to poor communication on our behalf and we will look to improve this, particularly around;
- General contractor and officer appointments
- Programmed works arrangements
- Dealing with disabled adaptation requests

31 compliments were received. Thank you!


Investing in the future

We are always looking at ways of improving the service we offer to our customers and feel it is important to tell you our plans for the future.  Over the next 12 months we aim to deliver the following projects.

Wi-fi in our older person schemes to encourage and support tenants to be more digitally engaged and reduce financial exclusion.  Training will be provided, giving people the skills they need to carry out necessary everyday tasks in an increasingly digital world.

A new way to gather your feedback.  We will use this to help us develop services in the future and work with you to understand what’s important.

Mobile working for our day to day response maintenance surveyors.  You will now see them completing inspections on site using their mobile phones.  This will save money in administration costs.
Our Income Management and Financial Inclusion team are setting up a new digital direct debit sign up service, making it quicker and easier to set up a direct debit.

Tenants will be able to pay weekly, fortnightly or monthly and choose their preferred payment date.


How we spend your rent


For every pound we received in rent this is how we spent it.
43p on investment in major repairs and new homes
28p on staff and service running costs
15p day to day repairs and planned maintenance
13p on loan interest payments
1p on bad debts