Resident involvement, repairs and development are just a few of the areas covered in our new annual report, highlighting how we're performing on the issues that matter most to you, our residents.
Our report reveals that, over the last year, we have invested £119 million in residents' homes - replacing roofs, kitchens, bathrooms, doors and windows - and have also spent £9 million improving fire safety, with additional work planned for the next 12 months.
Excellent customer service has always been one of our key objectives, and over the last 12 months we have aimed to provide just that. Across our four contact centres we have handled over 1.3 million contacts - with 36,000 of those coming from social media - achieving an overall satisfaction rating of 80 per cent.
Of the 667,000 housing calls we received, 82.6 per cent were answered in 30 seconds, and our average resolution time for complaints fell from 17 days to 11.
In fact, we have looked closely at our methods for dealing with complaints, meaning they are now tracked and co-ordinated by one team; but we will continue to look at those practices to make sure complaints are resolved as quickly and effectively as possible.
In terms of repairs, keeping homes well maintained was, and will continue to be, a key priority for us and we continually check the work of our contractors to make sure that it’s of the highest quality.
The report also reveals the stand we've taken against anti-social behaviour (ASB), with over 130 court orders secured and 35 evictions. We know that anti-social behaviour can have a very disruptive effect on neighbourhoods and communities, and that it doesn't just affect those who are directly involved in the situation; so we will continue to take the issue seriously and will work with the police and local authorities to enforce the law.
Commenting on the new report, Neil McCall, Chief Executive Officer of Clarion Housing, said: "The coming together of two separate housing associations to form Clarion two years ago brought with it a lot of a change, but throughout this our focus has been... our residents.
“We are excited for the future but our success will always depend on how well we listen and respond to residents"
"Last year we spent £119 million making improvements to our existing properties and we plan to invest £2.6 billion across the country to undertake major regeneration schemes," he added. "We’re also rolling out a new IT system which will mean residents will be able to transact with us in the same way they would expect to be able to with any top business."
As the report highlights, resident involvement was one of the first areas we reviewed after the merger. Some 280 residents attended our initial series of engagement days and, in January 2018, we launched Clarion Voice as a means for residents to keep up to date on the latest news and opportunities to participate. But, as Neil recognises, "we still have more to do."
“We are excited for the future but our success will always depend on how well we listen and respond to residents. We provide a range of ways for residents to share their ideas on how we could do things better and the 2017/18 Residents’ Annual Report is a good reflection of how we’ve worked together.”