GREAT HOMES GREAT NEIGHBOURHOODS GREAT PEOPLE

GREAT HOMES GREAT NEIGHBOURHOODS GREAT PEOPLE
WELCOME
Every year we produce an annual report
to let you know what we are doing well,
where we need to improve and what we
plan to do in the year ahead.
The 2013/14 Tenants' Annual Report is
available in a range of different formats,
so you choose how much you want to
know, about how we've performed.
You can access our information by:
● Viewing our annual report video
which provides information on key
performance and provides feedback
directly from our tenants about what
is important to them
● Reading the detailed report for
those of you who want to know
the full story
The annual report video and detailed
report can be viewed at:
www.gedlinghomes.co.uk/
publications/our-annual-report
or by scanning this QR code
A huge thank you to all our tenants,
who have given us their time to make the
annual report film.
● Reading this pull out which provides
a more in depth look at how we
are performing
How we have performed:
87 out of 100
tenants satisfied with the services we provide
89 out of 100
tenants satisfied with how we keep
them informed
TENANTS’ ANNUAL REPORT 2013/14
GREAT HOMES
Last year we:
In 2013/14:
● Completed our first redevelopment
of a sheltered scheme in Arnold,
providing modern, spacious
apartments for older people
● 97 out of 100 tenants were satisfied
with their repair
● Completed the Public Realm
programme, providing £3million
of funding for community projects
over 5 years
● Carried out over 750 improvements
through our external works
programme, providing new fences,
roofs and gardens
How we’ll improve:
● 99 out of 100 tenants were satisfied
with the condition of their home
when we let it
● Over 90% of tenants were
satisfied with improvement works
to their homes
● We completed over 96% of repairs
to tenants’ homes right first time
Launch GH Response, our in-house
repairs team to improve the quality of
our repairs service at a reduced cost
Deliver our first Extra Care scheme at St Andrew’s
House, in partnership with Nottinghamshire County
Council, to provide accommodation and flexible
support services specifically designed for older
people to live independently
Deliver energy efficient improvements to the
external walls of over 500 properties across
Gedling borough
GREAT NEIGHBOURHOODS
Last year we:
In 2013/14:
● Launched our GREAT
Neighbourhood Promise improving
how we deliver services in your area
● 98 out of 100 anti-social behaviour
complaints were resolved
● Sourced £10,000 worth of free
training to recruit volunteers for
the Gedling Neighbourhood
Resolution Panels
● Rebranded and expanded the GH
Lifeline Service, providing peace of
mind to 852 customers
● 86 out of 100 tenants were satisfied
with how we dealt with their
anti-social behaviour complaint
● We relet our properties within 27.4
days (excluding low demand)
● All customers using the GH Lifeline
were satisfied with the service
● Supported 141 older and vulnerable
tenants to maintain their
independence, by providing advice
and practical assistance through our
Support Workers
How we’ll improve:
Establish our Gedling Neighbourhood
Resolution Panels, to help resolve
conflict caused by anti-social behaviour
Achieve the Housing Quality Network’s
Estates Accreditation, ensuring we provide a
great estate management service
TENANTS’ ANNUAL REPORT 2013/14
GREAT PEOPLE
Last year we:
In 2013/14:
● Saw our tenant scrutiny panel - the
Gedling Eye - win Excellence in
Tenant-Led Scrutiny at the TPAS
Central Awards, showcasing the
excellent work they do in holding us
to account
● We helped tenants manage
£352,000 of debt
● Offered 638 opportunities for
tenants to get involved in shaping
our services
● Trained 106 tenants across 17
different courses through our
GREATer Training Academy
● We reduced the number of tenants
in arrears by 23%
● 83 out of 100 tenants were
satisfied with how we dealt with
their complaint
● Every tenant who attended a
GREATer Training event was satisfied
How we’ll improve:
Provide more opportunities for tenant
involvement through social media and
online platforms
Deliver all 21 different
courses through our
GREATer Training Academy
Implement all recommendations from
our tenant scrutiny panel to ensure our
services continue to improve
WHERE YOUR MONEY GOES
INCOME
This is a breakdown of where each penny in the pound, of income, comes from:
Rent 73p
Right to Buy Sales 2p
Gap Funding Grant 12p
Supporting People Grant 2p
Service Charges 6p
Garage Rent 1p
VAT Refunds 3p
Other Income 1p
TENANTS’ ANNUAL REPORT 2013/14
OUTGOINGS
We ensure that every £1 of rent we receive is spent wisely.
This is a breakdown of how we spend each penny in the pound:
Investment Works 27p
Services to Communal Areas 11p
Staffing Costs 17p
Interest in Bank Loans 8p
Responsive & Void Repairs 16p
Cyclical Maintenance 3p
Management Costs 15p
Development 3p
Don’t forget to view the video and read the full Tenants’ Annual Report at:
www.gedlinghomes.co.uk/publications/our-annual-report
or by scanning this QR code
Contact us
0115 905 1515
[email protected]
www.gedlinghomes.co.uk
@Gedling_Homes
www.facebook.com/gedlinghomes