Customer report 2013/14

Dorset

Sarah DurransDorset regional director

Welcome to the Dorset customer annual report 2013/14 where you can read all about our achievements, results and performance.

We place customers at the heart of everything. This report demonstrates the real impact customers have on our neighbourhoods and the services received via Customer Boards, Customer Scrutiny Panel and Neighbourhood Panels (to name just three ways we involve customers).

In Dorset we have 9,128 homes, including 6,624 rented, 479 leasehold, 226 shared ownership and 1,799 homes for older people. If you’d like to know more, you’ll find more information and reports on our website.

If you’d like a hard copy of this report or you require a different format, please let us know. And don’t hesitate to contact us if you’ve got any questions.

Highlights across all regions

Zone 1Vision Youth Centre mobile outreach project, Let’s Get Sociable, Wareham Food Bank, Purbeck Good Neighbours.

Zone 6

Zone 2 Zone 7

Zone 3 Zone 8

Zone 4

Zone 28

Zone 2

Zone 4

Zone 3

Zone 5

Zone 6

Zone 7

Zone 8Zone 9

Zone 10

Zone 11

Zone 12

Zone 13

Zone 14

Zone 15

Zone 16

Zone 21

Zone 22

Zone 23

Zone 24

Zone 25Zone 26

Zone 27

Zone 17

Zone 18

Zone 19

Zone 20

Zone 1

Bridport

West Bay

Weymouth

Abbotsbury

Chickerell

Dorchester

Portland

Blandford Forum

Poole

Wimborne

Alderholt

Sturminster Marshall

Bournemouth

Swanage

Wareham

Bere Regis

Christchurch

Romsey

Andover

Ringwood

Ferndown

Verwood

CranborneSouthampton

Landford

Fareham

Lymington

SalisburyWinterslow

Winchester

Littleton

Compton

Over Wallop

Abbotts Ann

BartonStaceyAmesbury

Stalbridge

Shaftesbury

Zone Map

� Zone 6

� Zone 7

� Zone 8

� Zone 9

� Zone 10

Map KeySynergy Zones Aster Zones� Zone 1

� Zone 11 � Zone 17 � Zone 21� Zone 28

� Zone 12 � Zone 18 � Zone 22

� Zone 13 � Zone 19 � Zone 23

� Zone 14 � Zone 20 � Zone 24

� Zone 15 � Zone 25

� Zone 16 � Zone 26

� Zone 27

� Zone 2

� Zone 3

� Zone 4

� Zone 5

Hampshire Somerset Wiltshire Devon & Cornwall

Plymouth

Exeter

Tavistock

Liskeard

Newton Abbot

St Austell

WellsFrome

Glastonbury

BrutonStreet

Somerton

Bridgwater

Chard

Yeovil

Crewkern

Martock

Shepton Mallet

Bristol

Midsomer Norton

Clevedon

Cheddar

Portishead

Bath

Chippenham

Devizes

Trowbridge

Marlborough

Swindon

TidworthWestbury

HungerfordNewbury

Basingstoke

Corfe Mullen

Age UK Dorchester, Community Café, Churches Together in Portland Food Bank Muntsy’s Community Care Activities.

Young Enterprise Company Programme, Willmore Trust, Corfe Mullen Children’s Centre, Redhill Rangers Youth Football Club.

Weymouth Volunteers untidy gardens project, Safewise, Twice As Nice Voucher Scheme, Air 107.2 community radio station equipment.

Sturminster Marhsall First School, Heatherlands Soft Play Club, Ferndown South Neighbourhood Watch, Heatherlands Hopscotch Preschool Garden Project.

Cowden Farm garden, Action for Children Dorset Night stop, Twice as Nice Voucher Scheme, Littlemoor Community Action community centre renovation.

Working with You summer activities, Safewise, Action for Children Dorset Night, Chapelhay Community Play Garden activities.

Zone 5Vision Youth Club outreach vehicle, Friends of Corfe Castle Library refit, Life Education Wessex, Purbeck Duke of Edinburgh Centre outdoor activities.

Zone 9Redcotts Youth Fest, POPP Help and Care Information Day, Blandford Foodbank, Leigh Park Job Club.

Zone 10Busy Bees Pre-school, REACT at Oakhurst first School, Quiet and Learning Garden at Three Legged Cross First School, Coach in the Community.

27 neighbourhood panels made up of customers and community members discuss what’s happening in their ‘zone’. They’ve got £16,000 to spend on projects that benefit their community and in this year spent 98% of the money available. Here’s some examples:

Did you know?We’ve spent £6.5m on

home improvements in Dorset, including fitting 154 kitchens, 115 bathrooms, 138 boilers/

heating installations windows in 86

homes.

All customers now benefit from the neighbourhood approach, making sure we understand what’s important in each ‘zone’ and can focus our resources there.

A new Customer Scrutiny Panel takes an independent look at our services and performance. It’s looked at how customers can swap their home (mutual exchange) and we’ve already acted on its recommendations.

We’ve introduced a new, quicker way for customers to raise any complaints. A customer-led Designated Complaints Panel now helps deal with complaints which are difficult to resolve.

Our partnership with Tamar Housing Society means that Devon & Cornwall customers and Tamar residents now receive a joint service from local offices in Plymouth.

242 homes have been provided through the Wiltshire Private Finance Initiative. Customers moved into the last ones in February 2014, over 3 months ahead of schedule.

We’ve entered into a new grounds maintenance service which gives a higher standard of service at a cheaper cost for most customers.

Welfare benefits changes are starting to have a big impact. We’ve contacted all customers who are affected by the under occupation penalty (or ‘bedroom tax’) and offered support and advice. But we’ve also taken action to ensure that rent and other charges are paid.

Synergy Housing, Link House,West Street, Poole, Dorset BH15 1LD.

Formal complaints 212

Anti-social behaviour cases recieved

125

Customer arrears 2.17%

Repairs satisfaction 96%

Average call waiting time

19 secs

General needs average re-let time

19.04 (days)

Housing for older people average re-let time

41.13

Income lost through empty homes

0.75%

Customer satisfaction with landlord

84%

Key performance info Value for money

Customer Board

There are five Customer Boards, one for each region. A new Customer Board for Dorset was introduced in April 2013.

They’re linked to our Board and have a real say in how services are provided to customers. For the first time, customers have been responsible for setting our targets (from April 2014).

They now approve our policies and contribute to the development of strategies, ranging from how we deal with anti-social behaviour to customer involvement and community development. Alongside the Customer Scrutiny Panel, they’ve met with our Boards and directors to debate key issues like value for money.

Customer Boards in Devon and Cornwall, Hampshire, Somerset and Wiltshire have awarded grants benefitting customers totalling £500,000 in 2013/14. And from April 2014 the ‘Customer Board Improvement Grant’ was extended to Dorset.

Aster’s a social business and to help us serve local communities we always focus on providing value for money. Since the merger between Aster Group and Synergy Housing in 2012, £3.4m has been saved – mostly from efficiencies in property repairs and maintenance.

But there’s lots more we do to ensure value for money. For example, our debt and benefit advisors helped customers to get benefits and grants of over £1.5m. We supported over 1,200 victims and witnesses of anti-social behaviour. We also sold 13 properties and the income of £1.13m was used to provide new affordable housing.To find out more about value for money, visit www.aster.co.uk.

Dorset

Tel: 01202 308600Tel: 0333 400 8222

Customer report 2013/14

Hampshire

Jean DalzielHampshire regional director

Welcome to the Hampshire customer annual report 2013/14 where you can read all about our achievements, results and performance.

We place customers at the heart of everything. This report demonstrates the real impact customers have on our neighbourhoods and the services received via Customer Boards, Customer Scrutiny Panel and Neighbourhood Panels (to name just three ways we involve customers).

In Hampshire we have 6,090 homes, including 5,205 rented, 450 leasehold, 220 shared ownership and 215 homes for older people. If you’d like to know more, you’ll find more information and reports on our website.

If you’d like a hard copy of this report or you require a different format, please let us know. And don’t hesitate to contact us if you’ve got any questions.

Highlights across all regions

Zone 11Andover Rewired training course, First Gear, Street Crew, Mark Way School.

Zone 14

Zone 12 Zone 15

Zone 13 Zone 16

Zone 28

Zone 2

Zone 4

Zone 3

Zone 5

Zone 6

Zone 7

Zone 8Zone 9

Zone 10

Zone 11

Zone 12

Zone 13

Zone 14

Zone 15

Zone 16

Zone 21

Zone 22

Zone 23

Zone 24

Zone 25Zone 26

Zone 27

Zone 17

Zone 18

Zone 19

Zone 20

Zone 1

Bridport

West Bay

Weymouth

Abbotsbury

Chickerell

Dorchester

Portland

Blandford Forum

Poole

Wimborne

Alderholt

Sturminster Marshall

Bournemouth

Swanage

Wareham

Bere Regis

Christchurch

Romsey

Andover

Ringwood

Ferndown

Verwood

CranborneSouthampton

Landford

Fareham

Lymington

SalisburyWinterslow

Winchester

Littleton

Compton

Over Wallop

Abbotts Ann

BartonStaceyAmesbury

Stalbridge

Shaftesbury

Zone Map

� Zone 6

� Zone 7

� Zone 8

� Zone 9

� Zone 10

Map KeySynergy Zones Aster Zones� Zone 1

� Zone 11 � Zone 17 � Zone 21� Zone 28

� Zone 12 � Zone 18 � Zone 22

� Zone 13 � Zone 19 � Zone 23

� Zone 14 � Zone 20 � Zone 24

� Zone 15 � Zone 25

� Zone 16 � Zone 26

� Zone 27

� Zone 2

� Zone 3

� Zone 4

� Zone 5

Hampshire Somerset Wiltshire Devon & Cornwall

Plymouth

Exeter

Tavistock

Liskeard

Newton Abbot

St Austell

WellsFrome

Glastonbury

BrutonStreet

Somerton

Bridgwater

Chard

Yeovil

Crewkern

Martock

Shepton Mallet

Bristol

Midsomer Norton

Clevedon

Cheddar

Portishead

Bath

Chippenham

Devizes

Trowbridge

Marlborough

Swindon

TidworthWestbury

HungerfordNewbury

Basingstoke

Corfe Mullen

Willow House, All Saints Church, Junior PCSO training course, North Baddesley Library.

Junior PCSO’s training course, First Gear, Andover Community Café, Community Walled Garden.

Oasis Rock, Solid Bus Project, Woodley Summer Activities, Young Mums Matter.

Junior PCSO training, It’s a cracker, Get a flexi life, Creating a Drama – Membership to Shakespeare School Institute.

Wool Grove Community Garden, King Somborne MUGA, Consultation event at Acre Court and Wool Grove, Get a Flexi Life.

27 neighbourhood panels made up of customers and community members discuss what’s happening in their ‘zone’. They’ve got £16,000 to spend on projects that benefit their community and in their first year spent 59.30% of the money available. Here’s some examples:

Did you know?We’ve spent £5.14m on home improvements in Hampshire, including fitting 130 kitchens, 285 bathrooms, 361 boilers/

heating installations windows in 130

homes.

All customers now benefit from the neighbourhood approach, making sure we understand what’s important in each ‘zone’ and can focus our resources there.

A new Customer Scrutiny Panel takes an independent look at our services and performance. It’s looked at how customers can swap their home (mutual exchange) and we’ve already acted on its recommendations.

We’ve introduced a new, quicker way for customers to raise any complaints. A customer-led Designated Complaints Panel now helps deal with complaints which are difficult to resolve.

Our partnership with Tamar Housing Society means that Devon & Cornwall customers and Tamar residents now receive a joint service from local offices in Plymouth.

242 homes have been provided through the Wiltshire Private Finance Initiative. Customers moved into the last ones in February 2014, over 3 months ahead of schedule.

We’ve entered into a new grounds maintenance service which gives a higher standard of service at a cheaper cost for most customers.

Welfare benefits changes are starting to have a big impact. We’ve contacted all customers who are affected by the under occupation penalty (or ‘bedroom tax’) and offered support and advice. But we’ve also taken action to ensure that rent and other charges are paid.

Customer Board

There are five Customer Boards, one for each region. A new Customer Board for Dorset was introduced in April 2013.

They’re linked to our Board and have a real say in how services are provided to customers. For the first time, customers have been responsible for setting our targets (from April 2014).

They now approve our policies and contribute to the development of strategies, ranging from how we deal with anti-social behaviour to customer involvement and community development. Alongside the Customer Scrutiny Panel, they’ve met with our Boards and directors to debate key issues like value for money.

Customer Boards in Devon and Cornwall, Hampshire, Somerset and Wiltshire have awarded grants benefitting customers totalling £500,000 in 2013/14. And from April 2014 the ‘Customer Board Improvement Grant’ was extended to Dorset. Hampshire’s Customer Board has funded a variety of projects in 2013/14, including the installation of a new heating system at Eastfield Lodge, revamping a communal garden at Icknield House, and a safe play area and fencing at Ashdown Court, all in Andover, plus solar panels at 15 properties in Hampshire.

Value for money

Aster Communities, Testway House,Greenwich Way, Andover, Hampshire SP10 4BF.

Formal complaints 121

Anti-social behaviour cases recieved

36

Customer arrears 1.41%

Repairs satisfaction 97%

Contact centre average call waiting time

0.33 secs

General needs average re-let time

17.35 (days)

Housing for older people average re-let time

32.14

Income lost through empty homes

0.55%

Customer satisfaction with landlord

88%

Key performance info

Aster’s a social business and to help us serve local communities we always focus on providing value for money. Since the merger between Aster Group and Synergy Housing in 2012, £3.4m has been saved – mostly from efficiencies in property repairs and maintenance.

But there’s lots more we do to ensure value for money. For example, our debt and benefit advisors helped customers to get benefits and grants of over £1.5m. We supported over 1,200 victims and witnesses of anti-social behaviour. We also sold 13 properties and the income of £1.13m was used to provide new affordable housing.To find out more about value for money, visit www.aster.co.uk.

Hampshire

Tel: 01202 308600Tel: 0333 400 8222

Customer report 2013/14

Margaret WrightSomerset regional director

Welcome to the Somerset customer annual report 2013/14 where you can read all about our achievements, results and performance.

We place customers at the heart of everything. This report demonstrates the real impact customers have on our neighbourhoods and the services received via Customer Boards, Customer Scrutiny Panel and Neighbourhood Panels (to name just three ways we involve customers).

In Somerset we have 4,522 homes, including 3,460 rented, 222 leasehold, 251 shared ownership and 589 homes for older people. If you’d like to know more, you’ll find more information and reports on our website.

If you’d like a hard copy of this report or you require a different format, please let us know. And don’t hesitate to contact us if you’ve got any questions.

Somerset

Zone 28

Zone 2

Zone 4

Zone 3

Zone 5

Zone 6

Zone 7

Zone 8Zone 9

Zone 10

Zone 11

Zone 12

Zone 13

Zone 14

Zone 15

Zone 16

Zone 21

Zone 22

Zone 23

Zone 24

Zone 25Zone 26

Zone 27

Zone 17

Zone 18

Zone 19

Zone 20

Zone 1

Bridport

West Bay

Weymouth

Abbotsbury

Chickerell

Dorchester

Portland

Blandford Forum

Poole

Wimborne

Alderholt

Sturminster Marshall

Bournemouth

Swanage

Wareham

Bere Regis

Christchurch

Romsey

Andover

Ringwood

Ferndown

Verwood

CranborneSouthampton

Landford

Fareham

Lymington

SalisburyWinterslow

Winchester

Littleton

Compton

Over Wallop

Abbotts Ann

BartonStaceyAmesbury

Stalbridge

Shaftesbury

Zone Map

� Zone 6

� Zone 7

� Zone 8

� Zone 9

� Zone 10

Map KeySynergy Zones Aster Zones� Zone 1

� Zone 11 � Zone 17 � Zone 21� Zone 28

� Zone 12 � Zone 18 � Zone 22

� Zone 13 � Zone 19 � Zone 23

� Zone 14 � Zone 20 � Zone 24

� Zone 15 � Zone 25

� Zone 16 � Zone 26

� Zone 27

� Zone 2

� Zone 3

� Zone 4

� Zone 5

Hampshire Somerset Wiltshire Devon & Cornwall

Plymouth

Exeter

Tavistock

Liskeard

Newton Abbot

St Austell

WellsFrome

Glastonbury

BrutonStreet

Somerton

Bridgwater

Chard

Yeovil

Crewkern

Martock

Shepton Mallet

Bristol

Midsomer Norton

Clevedon

Cheddar

Portishead

Bath

Chippenham

Devizes

Trowbridge

Marlborough

Swindon

TidworthWestbury

HungerfordNewbury

Basingstoke

Corfe Mullen

Did you know?We’ve spent £4.24m on home

improvements in Somerset, including fitting 252 new

kitchens, 123 new bathrooms, 343 new boilers/heating

installations and windows in 33 homes.

Highlights across all regions

Zone 17Local Community Event, Wells Food Bank, Stoke Memorial Hall, Chilcompton mother and toddler group.

Zone 19

Zone 18 Zone 20

Nunney Tyre Park, Frome Missing Link, Improve with Food, healthy eating workshops.

Glastonbury FM Radio, Police Cadets, Somerset Motor Project, Forest Schools.

Youth Club, Frome Children’s festival, Interactive Community Walks, Merlin Theatre School.

27 neighbourhood panels made up of customers and community members discuss what’s happening in their ‘zone’. They’ve got £16,000 to spend on projects that benefit their community and in their first year spent 99.82% of the money available. Here’s some examples:

All customers now benefit from the neighbourhood approach, making sure we understand what’s important in each ‘zone’ and can focus our resources there.

A new Customer Scrutiny Panel takes an independent look at our services and performance. It’s looked at how customers can swap their home (mutual exchange) and we’ve already acted on its recommendations.

We’ve introduced a new, quicker way for customers to raise any complaints. A customer-led Designated Complaints Panel now helps deal with complaints which are difficult to resolve.

Our partnership with Tamar Housing Society means that Devon & Cornwall customers and Tamar residents now receive a joint service from local offices in Plymouth.

242 homes have been provided through the Wiltshire Private Finance Initiative. Customers moved into the last ones in February 2014, over 3 months ahead of schedule.

We’ve entered into a new grounds maintenance service which gives a higher standard of service at a cheaper cost for most customers.

Welfare benefits changes are starting to have a big impact. We’ve contacted all customers who are affected by the under occupation penalty (or ‘bedroom tax’) and offered support and advice. But we’ve also taken action to ensure that rent and other charges are paid.

Customer Board

There are five Customer Boards, one for each region. A new Customer Board for Dorset was introduced in April 2013.

They’re linked to our Board and have a real say in how services are provided to customers. For the first time, customers have been responsible for setting our targets (from April 2014).

They now approve our policies and contribute to the development of strategies, ranging from how we deal with anti-social behaviour to customer involvement and community development. Alongside the Customer Scrutiny Panel, they’ve met with our Boards and directors to debate key issues like value for money.

Customer Boards in Devon and Cornwall, Hampshire, Somerset and Wiltshire have awarded grants benefitting customers totalling £500,000 in 2013/14. And from April 2014 the ‘Customer Board Improvement Grant’ was extended to Dorset. Somerset’s Customer Board has funded a variety of projects in 2013/14, including a Twice as Nice white goods recycling project and heating installed in the shop, refurbishment of Frome Residents’ Centre and solar panels at 15 Somerset properties.

Value for money

Aster Communities, Flourish House2 Cathedral Avenue, Wells, Somerset BA5 1FD.

Formal complaints 57

Anti-social behaviour cases recieved

16

Customer arrears 1.27%

Repairs satisfaction 96%

Contact centre average call waiting time

0.33 secs

General needs average re-let time

12.36(days)

Housing for older people average re-let time

16.71

Income lost through empty homes

0.48%

Customer satisfaction with landlord

86%

Key performance info

Aster’s a social business and to help us serve local communities we always focus on providing value for money. Since the merger between Aster Group and Synergy Housing in 2012, £3.4m has been saved – mostly from efficiencies in property repairs and maintenance.

But there’s lots more we do to ensure value for money. For example, our debt and benefit advisors helped customers to get benefits and grants of over £1.5m. We supported over 1,200 victims and witnesses of anti-social behaviour. We also sold 13 properties and the income of £1.13m was used to provide new affordable housing.To find out more about value for money, visit www.aster.co.uk.

Somerset

Tel: 01202 308600Tel: 0333 400 8222

Customer report 2013/14

Zone 27

Zone 28

Zone 2

Zone 4

Zone 3

Zone 5

Zone 6

Zone 7

Zone 8Zone 9

Zone 10

Zone 11

Zone 12

Zone 13

Zone 14

Zone 15

Zone 16

Zone 21

Zone 22

Zone 23

Zone 24

Zone 25Zone 26

Zone 27

Zone 17

Zone 18

Zone 19

Zone 20

Zone 1

Bridport

West Bay

Weymouth

Abbotsbury

Chickerell

Dorchester

Portland

Blandford Forum

Poole

Wimborne

Alderholt

Sturminster Marshall

Bournemouth

Swanage

Wareham

Bere Regis

Christchurch

Romsey

Andover

Ringwood

Ferndown

Verwood

CranborneSouthampton

Landford

Fareham

Lymington

SalisburyWinterslow

Winchester

Littleton

Compton

Over Wallop

Abbotts Ann

BartonStaceyAmesbury

Stalbridge

Shaftesbury

Zone Map

� Zone 6

� Zone 7

� Zone 8

� Zone 9

� Zone 10

Map KeySynergy Zones Aster Zones� Zone 1

� Zone 11 � Zone 17 � Zone 21� Zone 28

� Zone 12 � Zone 18 � Zone 22

� Zone 13 � Zone 19 � Zone 23

� Zone 14 � Zone 20 � Zone 24

� Zone 15 � Zone 25

� Zone 16 � Zone 26

� Zone 27

� Zone 2

� Zone 3

� Zone 4

� Zone 5

Hampshire Somerset Wiltshire Devon & Cornwall

Plymouth

Exeter

Tavistock

Liskeard

Newton Abbot

St Austell

WellsFrome

Glastonbury

BrutonStreet

Somerton

Bridgwater

Chard

Yeovil

Crewkern

Martock

Shepton Mallet

Bristol

Midsomer Norton

Clevedon

Cheddar

Portishead

Bath

Chippenham

Devizes

Trowbridge

Marlborough

Swindon

TidworthWestbury

HungerfordNewbury

Basingstoke

Corfe Mullen

Bromham Skate Park, Kennet Furniture Refurbiz, Reach inclusive arts, Relate Counselling.

Wiltshire

Julian PaineWiltshire regional director

Welcome to the Wiltshire customer annual report 2013/14 where you can read all about our achievements, results and performance.

We place customers at the heart of everything. This report demonstrates the real impact customers have on our neighbourhoods and the services received via Customer Boards, Customer Scrutiny Panel and Neighbourhood Panels (to name just three ways we involve customers).

In Wiltshire we have 6,460 homes, including 5,378 rented, 123 leasehold, 402 shared ownership and 557 homes for older people. If you’d like to know more, you’ll find more information and reports on our website.

If you’d like a hard copy of this report or you require a different format, please let us know. And don’t hesitate to contact us if you’ve got any questions.

Highlights across all regions

Zone 21

Relate Counselling, installation of goals, fence, bins and trees, Kennet Furniture refurbiz, Contact a family.

Zone 25Zone 22

Zone 26Zone 23

Zone 24Kennet Friends, TCAP Awards, E-Safety Workshop for Parents, WW1 Commemorations.

Potterne & Worton youth project, Worton Bench Project, Worton & Potterne Parish Council Defibulater Project, Kennet Furniture Refurbiz.

Pewsey Youth Council, Circular Arts Unison and Harmony Project, Wiltshire Wildlife Trust Community Garden Project, Great Bedwyn Youth Club membership.

Kennet community transport, Kennet Furniture Refurbiz, Trinity School Trim Trail, New Road Centre.

Holy Cross Church Gardening Club, Ramsbury Meadow project in partnership with Wiltshire Wildlife Trust, Knowledge Crescent Park Project, Axford Village Hall.

27 neighbourhood panels made up of customers and community members discuss what’s happening in their ‘zone’. They’ve got £16,000 to spend on projects that benefit their community and in their first year spent 81.90% of the money available. Here’s some examples:

All customers now benefit from the neighbourhood approach, making sure we understand what’s important in each ‘zone’ and can focus our resources there.

A new Customer Scrutiny Panel takes an independent look at our services and performance. It’s looked at how customers can swap their home (mutual exchange) and we’ve already acted on its recommendations.

We’ve introduced a new, quicker way for customers to raise any complaints. A customer-led Designated Complaints Panel now helps deal with complaints which are difficult to resolve.

Our partnership with Tamar Housing Society means that Devon & Cornwall customers and Tamar residents now receive a joint service from local offices in Plymouth.

242 homes have been provided through the Wiltshire Private Finance Initiative. Customers moved into the last ones in February 2014, over 3 months ahead of schedule.

We’ve entered into a new grounds maintenance service which gives a higher standard of service at a cheaper cost for most customers.

Welfare benefits changes are starting to have a big impact. We’ve contacted all customers who are affected by the under occupation penalty (or ‘bedroom tax’) and offered support and advice. But we’ve also taken action to ensure that rent and other charges are paid.

Did you know?We’ve spent £6.11m on home

improvements in Wiltshire, including fitting 322 new

kitchens, 73 new bathrooms, 357 new boilers/heating

installations and windows in 25 homes.

Customer Board

There are five Customer Boards, one for each region. A new Customer Board for Dorset was introduced in April 2013.

They’re linked to our Board and have a real say in how services are provided to customers. For the first time, customers have been responsible for setting our targets (from April 2014).

They now approve our policies and contribute to the development of strategies, ranging from how we deal with anti-social behaviour to customer involvement and community development. Alongside the Customer Scrutiny Panel, they’ve met with our Boards and directors to debate key issues like value for money.

Customer Boards in Devon and Cornwall, Hampshire, Somerset and Wiltshire have awarded grants benefitting customers totalling £500,000 in 2013/14. And from April 2014 the ‘Customer Board Improvement Grant’ was extended to Dorset. Wiltshire’s Customer Board has funded a variety of projects in 2013/14, including the installation of CCTV at Louise Rayner Place in Chippenham, a garden store at Angel House in Bromham and solar panels at a number of properties in Wiltshire.

Formal complaints 146

Anti-social behaviour cases recieved

26

Customer arrears 2.30%

Repairs satisfaction 95%

Contact centre average call waiting time

0.33 secs

General needs average re-let time

16.28 (days)

Housing for older people average re-let time

40.79

Income lost through empty homes

0.68%

Customer satisfaction with landlord

85%

Key performance info

Aster Communities, Sarsen Court, Horton Avenue, Cannings Hill, Devizes, Wiltshire SN10 2AZ.

Value for moneyAster’s a social business and to help us serve local communities we always focus on providing value for money. Since the merger between Aster Group and Synergy Housing in 2012, £3.4m has been saved – mostly from efficiencies in property repairs and maintenance.

But there’s lots more we do to ensure value for money. For example, our debt and benefit advisors helped customers to get benefits and grants of over £1.5m. We supported over 1,200 victims and witnesses of anti-social behaviour. We also sold 13 properties and the income of £1.13m was used to provide new affordable housing.To find out more about value for money, visit www.aster.co.uk.

Wiltshire

Tel: 01202 308600Tel: 0333 400 8222