Our performance

Every day our team work together to ensure we provide excellent customer service, keep all of our promises and be the very best we can. Just saying we want to achieve excellence on every level is easy. But the results below speak for themselves.

We have four green lights from our regulator and were awarded two stars with promising prospects when we were assessed by the Audit Commission in 2005. We are in the top quartile nationally for both rent arrears and for responsive repairs. Nevertheless we know there is room for improvement and we are constantly striving for excellence. Our performance figures below are from the year ending 31 March 2009.

We listen to our customers and take a constructive approach to complaints. 100% of formal complaints received in the year were responded to within 10 working days and 99.4% were resolved to the customers’ satisfaction. Informal complaints were down by more than one third on the previous year.

Homes owned or managed

We own or manage homes in Bridgnorth, Cannock Chase, Dudley, Stafford and South Staffordshire

• General needs rented 3325
• Supported housing 1903
• Shared ownership 89
• Leasehold 226
• Leasehold for older people 26
• We also manage 4 homes on behalf of a local charity

Lettings made in 2008/2009

General needs 

• 34% Nominations (Council and other)
• 20% Transfers
• 46% Applied direct

Supported Housing

• 16% Nominations (Council and other)
• 36% Transfers
• 48% Applied direct
• 16 Mutual exchanges

Developments

• 372 Units in the pipeline
• 216 Units committed
• 253 Units on site

Rent collected

£18.3m - Total due from rent and shared ownership

99.7% - Total collected from rent and shared ownership

1.7% - Arrears from rent and shared ownership

Repairs

• Emergency repairs completed within target 99.63%
• Urgent repairs completed within target 100%
• Routine repairs completed within target 99.43%
• Appointment made and kept 99.68%

Satisfaction: 97%