Page 4 - Annual report 2018

Tenant Involvement Annual Report to tenants
2017/2018
and Empowerment Standard

Watch Adaptions Read Complaints
more more

£461K 2015/16 2016/17 2017/18
904 91 248 253 248
minor major spent

No. completed 2017/18 Top 5 reasons for complaint
Grab rails, handrails, stair rails and 487
lever taps 32% 9%

76 Communication Delay
Wetrooms and showers

Paths, ramps , steps, doors and 83 8% 8% 6%
gates
Appointment Attitude Quality
Other including door widening, 349
lowering kitchen work surfaces etc

£253k Read Resident involvement
Additional funding generated more
Volunteer hours Value

Watch Read Support services Tenants’ Panel 1554 £11,655
more
more
The Trust’s Tenancy Support Service is for Trust tenants over Customer Assurance 164 £1,230
55 with a support need. The team look at health and wellbeing Panel
to equip tenants with the skills they need to maintain their
tenancy. This could be providing basic skills like cooking or Tenant Auditors 310 £2,325
cleaning, or activities to help improve their confidence.
The team are also trusted assessors for minor aids and Stafford 206 £1,545
adaptations; this enables tenants to stay independent in their (Wrekin Residents’ Group)
homes longer and prevent unnecessary hospital admissions.
Other 1217 £9,128
517 people supported in 2017/18
Total value of volunteering £25,883

% of service users achieving their goals
98.66 Customer Service
Living independently Read
more
Being healthy 91.87 Star Survey satisfaction with... 2016/17 2017/18

98.2 repairs and maintenance 94% 94%
Living as part of a community views taken into account 92% 91%

96.27 being treated with fairness and respect 96% 95%
Other personal goals
value for money for your rent 95% 95%
your neighbourhood as a place to live 94% 81%

Overall customer satisfaction 98% 97%

Contact centre 117,387
number of calls handled

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