Page 2 - Annual report 2020-21

Annual report for customers
2020/2021

WELCOME

Welcome to the annual report for customers 2020/21.
It’s safe to say that the last 12 months have had a huge impact on us all.
We’ve had to change the way we live our lives as we navigate our way
through these uncertain times. I couldn’t be prouder of how our staff and
customers have continued to work together throughout this pandemic.
We have continued to focus on delivering our services in a way our residents
expect of us and the Group are pleased with the results achieved. I know
many of our customers really valued this approach and so we are looking at
how we can continue to provide a more proactive service.
Our results show sustained high levels of customer satisfaction during the
last 12 months, even though we moved to a new digital method of carrying
out satisfaction surveys, significantly increasing the number of responses we
receive. The Group have been resilient but implications of the pandemic have
caused slight slippage in performance in some areas

We’ve worked to engage with and involve more residents in the work we
do, to support people into work and meet the growing need for good quality,
affordable homes across our communities.
This year’s report highlights that Wrekin is well positioned to embrace the
Quick links opportunities as well as the challenges the next few years will bring
Wayne Gethings
HOMES Group Chief Executive

LANDLORD SERVICES

CARE AND SUPPORT

YOUR VOICE

Wayne Gethings, Group Chief Executive
COMMUNITY

TENANCIES

RENTS

VALUE FOR MONEY Clive Dann, Chair of the Customer Voice Panel and
Laura Hilditch, Chair of the Tenants’ Panel

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