Tenants’ Annual Report

For the year ended 31 March 2014

Renaissance Consortium

Table of contents

Our performance 2013/14: Tenancy services

Tenant satisfaction

Repairs

Planned maintenance

Neighbourhood development

Environmental management

Changes to be made in 2014/2015: Tenant Satisfaction

Welfare reform

Antisocial behaviour

Complaints procedure

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Tenancy services Our performance

% of ASB cases dealt with within published timescales 100% 100% 95%

Rent collected 100.5% 99.7% 99%

Average relet time in days 29.25 days 18.65 days 40 days

Number of properties relet 100 96 NA

% of complaints answered within published timescales 100% 100% 90%

Number of complaints dealt with 5 6 NA

% of telephone calls answered within 15 seconds 99.2% 97.8% 85%

% of telephone calls answered 98.7% 98.3% 95%

Key performance indicator Performance (2012/13) Performance (2013/14) Service standard

The Adactus Housing Office is on Oldham Road in Miles Platting. In 2013/14 we have dealt with 11,363 enquiries from tenants visiting the office and 16,241 telephone enquiries have been dealt with by the team.

In 2013/14 we re-let 96 properties compared with 100 properties in 2012/13 and the time properties were vacant reduced to 18.65 days on average from 29.25 days in the previous year which resulted in less rent being lost from these properties being empty.

Rent collection remains above target even with the introduction of the Under Occupancy Charge in April 2013.

Under our contract with Manchester City Council they monitor our performance against various performance indicators against a service standard that they have set.

Performance is summarised in the tables below.

Tenants’ Annual Report 2013/14

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Overall satisfaction with the service provided %

Overall satisfaction with the opportunities for resident involvement %

2013/14 93.5%

2012/13 94%

Service standard 85%

2013/14 87%

2012/13 83.8%

Service standard 60%

80% 85% 90% 95% 100% 75%

Level of repairs satisfaction

% of repairs completed on time

% of repairs completed at first visit

% of repairs where appointments have been made and kept

Service standard

2013/14 2012/23

Service standard

2013/14 2012/23

Service standard

2013/14 2012/23

Service standard

2013/14 2012/23

93%

84%

85%

95%

98.8% 98.1%

98.7%

98.2%

98.5%

98.1%

97.4%

97.5%

Tenant satisfaction Our performance

Repairs Our performance

Every year a satisfaction questionnaire is sent to every resident in the area. We ask you to tell us their opinions on a number of issues. Satisfaction with the service provided remains very high and we have worked hard to improve the satisfaction with the opportunities for resident involvement as in 2008 (when we first included this question on the survey) it was 63.1%

Repairs is an area that is very important to our tenants and we aim to provide an excellent service. We have a team of inhouse maintenance operatives who carry out

repairs and this helps keep satisfaction with our repairs service high.

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% of tenants satisfied with planned works

2013/14 99.6%

2012/13 96.9%

Service standard 83%

2013/14 100%

2012/13 99.9

Service standard 83%

% of planned maintenance works completed on time

Our planned maintenance programme has been running since 2012 and will continue until 2037.

The programme currently consists of roof ing replacements , roof l ine replacements, external decorating and groundwork, internal door replacements and communal decorating in the tower blocks.

If your property is affected by this work we will contact you directly to let you know the work we intend to do to your home.

Miles Platting Jobs Club 12 participants found jobs and 114 improved their confidence, access to computers to search for a job and produced a CV.

Project Key outcomes

Miles Platting Community Gardens Completed the lottery funded portion of the project and achieved a Level 3: Developing award from North West in Bloom.

City in the Community – Kicks project Train 6-14 year olds every Saturday morning at Parkview School. Recently came second in a national tournament.

Victoria Mill Community Centre and Library

Refurbished the Victoria Mill Community Centre to allow an outreach library to be housed there and to provide a more modern Community Centre for local people.

Miles Platting – You Decide Awarded £25,000 to 11 local groups for worthwhile projects that benefited the local community.

Planned maintenance Our performance

Neighbourhood development

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Managing the neighbourhood well and presenting an area that is welcoming, safe, clean and tidy to residents and visitors alike is very important to us. We invest a lot of resources into our neighbourhood management service which includes, Housing Officers carrying out estate and block inspections to ensure standards are being met, a full time caretaker for each tower block to ensure that they

80% 85% 90% 95% 100% 75%

Open spaces kept clean and tidy

Graffiti removed within 2 days

Racist graffiti removed within 1 day

Planting (trees, shrubs, grass and plants) is properly maintained

Service standard

2013/14

2012/23

Service standard

2013/14

2012/23

Service standard

2013/14

2012/23

Service standard

2013/14

2012/23

100%

100%

100%

100%

100%

100%

100%

100%

80%

90%

90%

85%

Environmental management Our performance

are clean and well managed and a grounds maintenance team who look after all the open spaces in the area and a neighbourhood development team who look for new environmental initiatives such as the Miles Platting Community Gardens where residents can grow their own fruit and vegetables.

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Tenant satisfaction Adactus carry out a tenant satisfaction survey every year to measure how satisfied tenants are with the services we provide. In 2014/15 the length of the survey will be reduced to make it easier and less time consuming to complete. We will also remove some duplication as there are questions that we ask on the individual repairs satisfaction survey that were also asked in the annual tenant survey.

Welfare reform 2014/15 will see the introduction of Universal Credit in Manchester. Tenants claiming Universal Credit will no longer receive Housing Benefit but will receive the rent element of their benefit in their Universal Credit payment. Tenants will then have to pay their rent to Adactus. This is a big change for a lot of people and the Housing Team will be hard at work with tenants who will be affected by this change to make sure they understand the new system and what it means for them.

Anti-social behaviour In order to further improve our management of Anti-Social Behaviour a specialist post has been created to deal with cases within Miles Platting. A Tenancy Enforcement and Support Officer will be in post in February 2015.

Complaints procedure We will also update our complaints procedure to reduce the number of stages in the procedure. The aim is to allow complaints to be dealt with more quickly and efficiently to resolve the complainants issue as soon as possible.

Changes to be made 2014/15

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