Tenants’ Report

2011

Everything you need to knowabout how we performed

ContentsHaving Your Say and Getting Involved 04

Repairing and Maintaining Your Home 08

Quality Homes for You 12

Your Home, Your Choice 16

Where You Live 18

Spending Your Money Wisely 20

How We Run Our Business 22

How Did We Do? 24

3

We know that there are some areas where we can still do better and hope to continue to work with you to ensure we provide a high standard of service to all our customers.

We will be working hard with residents and other agencies over the next few months to continue to improve our services and will give you another progress report in 12 months time.

If you would like any more details about the services we mention in this report you can pick up one of our individual service leaflets from our offices, from the website www.shropshirehousing.org.uk or ring our Customer Services Team on 0300 303 1190 who will be pleased to help you.

This annual report includes a progress report on these plans, plus some facts and figures about how we performed last year (April 2010-March 2011). We have taken some important steps to improve services and you will be able to see that we have improved our performance in some areas, for example, reducing the time we take to repair and relet properties.

Earlier this year we produced a report for tenants in which we explained how we planned to

improve our services.

The Tenant

involvement and

empowerment

standard

4

Our Plan: Provide a variety of ways for you to give your views and ideas on improving services

Progress: We held our annual tenants fun day on 13th August. Many of our stands and activities involved tenants giving their views on our services.

Our new ‘sounding boards’ for repairs and improvements and for housing and neighbourhood management have been set up.

We held a focus group for HomePoint in August to gather views on the service from its users; from that came suggestions for clearer information on our property adverts.

Our Plan: Provide training and information so that you are confident about getting involved

Progress: We have arranged training for tenants about scrutiny.

Training for our ‘sounding boards’ and for tenants who carry out surveys on our behalf is planned for the Autumn.

Training for those who chair and are treasurers for residents groups has been organised.

Our Plan: Make sure that even if you live in more remote rural areas you will have the same chance of being involved in our work

Progress: We provide transport to our resident events, for example to focus groups and the Fun Day. We try to arrange events at central and accessible venues.

Our Plan: Provide opportunities for you to hold us to account and to compare us with other housing providers

Progress: We provide some funding for the Consortium of Shropshire Tenants (COST). Some of our tenants attend COST meetings and this gives them a chance to compare their experiences with tenants of other landlords.

Having Your Say and Getting InvolvedFinding the best way to get your views heard

Involvement and empowerment

Our Plan: Work with residents who represent neighbourhoods to listen to and feedback the differing views in that area

Progress: We do this through our estate walkabouts and by listening to local residents groups – for instance, feedback about the state of some shared areas in Whitchurch led to a clean-up and creation of a planting and gardening area.

Our Plan: Be flexible about how we gather information from individuals, groups or events

Progress: We use surveys, focus groups, fun days and estate walkabouts as well as listening to tenants who our staff meet every day. One of the most recent groups brought together tenants who had reported anti-social behaviour; they shared their experiences and suggested ways we could improve how we deal with anti social behaviour cases.

Our Plan: Keep information we hold up-to-date, to help us deliver services which meet individuals’ needs

Progress: In the summer we launched our residents’ census which we are using to update information we hold. By mid August we had 800 returned forms.

We plan to use the information gathered to help us plan future services, such as adaptations and support for tenants with disabilities or mobility problems.

Understanding and responding to the diverse needs of our tenants

5

Customer service and choice

6

Our Plan: Continue to improve how we communicate with you

Progress: We are exploring use of text messaging, for example, to remind tenants about overdue rent payments or appointments for repairs.

Work has also started on a new website which should make information easy to find and services easier to use.

Our Plan: Aim to deal with most of your enquiries when you first contact us

Progress: Around 4 out of 5 telephone enquiries are currently being dealt with by the Customer Services Team when you first contact us.

Our Plan: Improve information available on our websites and through other media

Progress: Work has started on a new website which we hope to launch later this year.

We have asked tenants for feedback on how we could improve our newsletters.

Our Plan: We will explore where we may be able to offer you more choices

Progress: Communal area standards are being developed which will offer residents a choice of service levels.

Our Plan: Where possible, contact you in the way you prefer, offering home visits or appointments at the office as well as phone calls, texts, emails and letters

Progress: In the census we have asked you how you would prefer us to contact you. We will try to use your preferred method where we can.

We listen to your views and use them to help us

improve servicesHow do you know

what we want?

6

Comments and complaints

7

Our Plan: Improve the way we learn from complaints and will try to involve tenants in how we review them

Progress: We have workshops every 3 months when managers look at what we can learn from complaints. We plan to consult you about how we can involve you too.

Our Plan: Keep you better informed about what action we take when you make comments and suggestions

Progress: We provide some feedback in our newsletters and through these annual reports.

Our resident involvement team has a target to feedback to those involved the actions agreed within 10 working days of a consultation event.

The

Home

Standard

8

Our Plan: Make appointments for repairs when you first contact us

Progress: When you call us to order a repair, we now make appointments for the work to be done. You can choose from morning or afternoon appointments. We hope to introduce more time slots in the future.

Our Plan: Make arrangements to remind customers of appointments

Progress: We are investigating a texting service so that we can send reminders. Where texting is not suitable, we will telephone tenants with a reminder of the appointment.

Our Plan: Develop a handyperson service for smaller jobs

Progress: Funding has been agreed for a trial of this in the North of the County, which is due to begin in January 2012. More information outlining the type of service available will be on our website and in our newsletters.

Our Plan: Complete repairs right first time

Progress: We always try to make just one visit and complete repairs at that visit. This is not always possible, for example, where we need to order parts which we don’t normally hold on our vans.

Our Plan: Publicise how well we perform against our targets and other commitments each year

Progress: We normally publicise this information in our Annual Report – See pages 24-27 ‘How Did We Do?’

Repairing and Maintaining Your HomeProviding a reliable and responsive repairs service

Convenience & Quality

Our Plan: Aim to attend to all emergencies within 2 hours – if we can’t fix it we will make it safe and finish the repair within 24 hours

Progress: In 2010-11 over 98% of all our emergency repairs were completed in our target time - in the first 3 months of 2011-12 99% were completed in target time.

Our Plan: Aim to carry out urgent repairs within 3 days

Progress: In 2010-11 around 94% of our urgent repairs were completed in our target time. In the first 3 months of 2011-12 96.5% were completed in target time.

Our Plan: Aim to carry out non-urgent repairs within 21 days

Progress: In 2010-11 around 89% of our non-urgent repairs were completed in our target time. In the first 3 months of 2011-12 91% were completed in target time.

Our Plan: Carry out some repairs in batches to ensure we get value for money

Progress: We have introduced a 45 day category for the kind of jobs that are best done in small batches, such as fencing and paving.

Our Plan: Aim to keep our high levels of customer satisfaction. We’ll use a mixture of surveys and inspections to check this out

Progress: Our major survey last year showed that satisfaction with the repairs and maintenance service had improved at both SSHA & MMHA compared with 2 years ago.

We are reviewing our surveys at the moment to make sure we get useful information from them and help us to continue to provide a service that you are happy with.

9

Responsive repairs

We will make an appointment with

you when you report a repair.

When will my repair be done?

10

Regular servicing Our Plan: Service heating systems and appliances each year to ensure you remain safe in your home

Progress: We have an annual servicing programme for gas, solid fuel and oil central heating systems. There is no extra charge on top of your rent for this servicing.

Our Plan: Regularly service emergency lighting, fire equipment, door entry systems, lifts, fire alarms and CCTV installations

Progress: We have servicing arrangements for these too. Our new contract for lift servicing includes servicing of stair lifts.

Our Plan: Carry out other surveys periodically, for example, to check for asbestos, to ensure we identify any hazards in your home

Progress: We carry out asbestos checks before improvement works and on all empty homes built before 2000. Where asbestos is found it is removed, or recorded, and new tenants are made aware of where any identified asbestos is located.

11

Repairing empty homes Our Plan: Upgrade empty homes to a ‘tenant approved’ standard

Progress: All empty homes that are ready to relet are inspected and, if necessary, repaired to meet our ‘tenant approved’ standard. Last year we relet around 300 homes.

Our Plan: Continue to involve tenants in checking the quality of our work on empty homes

Progress: Tenants carry out inspections on a sample of our vacant properties. They use our agreed standard and check that this has been achieved.

Our Plan: Continue to ask new tenants what they think about their new home and act on the best suggestions

Progress: We carry out surveys with new tenants to find out their views. If there are any issues raised by new tenants, actions are agreed to deal with them by our monthly performance management group.

Our Plan: Repair and relet empty properties promptly, setting target times each year

Progress: Last year we cut the time we took to repair and relet empty homes. In 2009/10 our average turnaround time across the whole group was 40.9 days, in 2010/11 it was 26.5 days. In the first few months of 2011/12 it was 25.3 days.

Our Plan: Monitor the costs of repairing empty homes whilst keeping to our agreed standard

Progress: We have always monitored the cost of repairing empty homes. Recently we have started to compare these costs across the Group and with other associations to see whether we can cut our costs without cutting standards.

The

Home

Standard

12

Our Plan: Maintain your home above the national standard

Progress: We are going to produce a new Shropshire Housing Group standard for our homes this year – tenants will be involved in developing this. We hope to start implementing the new standard in 2013.

Our Plan: Encourage feedback to improve our service and the homes we provide

Progress: We regularly set up scheme specific consultation meetings with tenants before improvement work starts. A recent example is meetings held about external insulation in Craven Arms.

Our Plan: Promote health and safety to our contractors and ensure that they work safely in your homes

Progress: Wherever we have work being done we carry out regular site safety checks. These are recorded and reported at contract progress meetings which tenants attend.

Our Plan: Work with you to improve the information we give you about our investment plans for your homes and neighbourhoods

Progress: We have recently agreed a 2 year investment plan for SSHA, having consulted TASS. Meanwhile we are working to complete the promised work for MMHA tenants. From 2013 a joint investment plan will be agreed and publicised.

Quality Homes for YouProviding homes you can be proud of

Improvements to your home

13

Our Plan: Continue to give you a choice of layout and style of products we fit into your home

Progress: Tenants have been involved with choosing door colours and styles kitchen colours and styles from The Central Housing Consortium (CHIC). Some of our tenants are also on the CHIC materials contract panel, involved in planning and choosing contracts, contractors and suppliers.

Our Plan: Involve you more in the planning and implementation of our improvement works programmes

Progress: Tenants are involved with contract selection, contract monitoring and scheme specific design. We plan to involve more tenants in this through our new sounding board.

Our Plan: Involve you in quality checks on improvement works

Progress: We continue to carry out follow-up surveys after improvement work has been completed. Although occasionally these do highlight problems, we have found that most tenants are satisfied with the work that has been done.

Our Plan: Publicise our plans for investment each year

Progress: Our 2 year investment plan for SSHA was publicised in The Key this summer.

As we come to the last year of the initial 5 year programme at MMHA, tenants are advised about when work will be carried out in their home.

Our Plan: Continue to explore and fit ‘greener’ and more efficient heating systems to help protect the environment and reduce residents’ bills

Progress: We have continued to explore and develop ‘greener’ heating systems in our new and existing homes.

We have just identified 2 properties where pilot projects will be carried out to improve the energy efficiency of older existing homes, helping to reducing carbon emissions and provide homes which are easier to heat.

14

New homes Our Plan: Involve you in the design of homes that are built near where you live

Progress: Our latest scheme, Ley Gardens in Church Stretton, involved extensive discussions with the Town Council, residents in Windsor Place who were to move into the new scheme and with the wider community. Residents were also consulted about the internal furnishing and decoration.

Our Plan: Aim to build homes for rent to help those who can’t afford to buy

Progress: We completed 35 new homes in 2010-11. Our new scheme for older people at Church Stretton provides another 38 and we are currently building 7 more homes in Claverley.

Our Plan: Aim to build homes for full and shared ownership for those who want to buy their home

Progress: Six of the homes we completed last year were for shared-ownership. 8 of the homes at Ley Gardens and 2 of those being built at Claverley are for shared ownership.

Our Plan: Involve local communities in shaping our plans for new homes

Progress: All our new build schemes involve the local community in one way or another. The development at Claverley is the result of a successful partnership with the Parish Council which was involved from the planning stage to the selection of building materials to make sure the project is in keeping with local environment.

Our Plan: Ask new occupiers how happy they are with their new home and how we could improve new developments

Progress: We ask new occupiers what they think of their new homes – where possible we use their ideas for future new build projects.

We plan to consult our shared owners later in the year about how we can improve our services to them.

Our Plan: Let you know our plans for new homes each year

Progress: We have just heard what Government grant funding we can have for the next 4 years and are starting to plan what and where we can build. When these plans are further developed we will let you know.

Our Plan: Work with you and your Local Authority to provide adaptations to meet your needs

Progress: Last year we spent over £1.2million on adaptations to help support our tenants to remain living independently in their homes.

Our staff attend and chair the Countywide adaptations forum. This group monitors progress with a joint plan to improve services to residents across Shropshire. Its first task was to agree a common approach; the group is now looking at practical ways to make it easier for residents to get the adaptations and equipment they need.

Our Plan: Improve servicing arrangements for adaptations

Progress: Our new contract for lift servicing includes servicing of stair lifts.

We are also negotiating arrangements for re-using stair lifts through the Central Housing Investment Consortium (CHIC). This will help save money and ensure people who need them get stair lifts promptly.

Our Plan: Advertise adapted properties through Shropshire HomePoint to ensure that we make the best possible use of our homes to meet your needs

Progress: We are working to improve information about available homes and to match these better with those who need adaptations.

15

Adaptations

16

Our Plan: Encourage more landlords to join Shropshire HomePoint so that applicants have more choice

Progress: 5 more landlords are now using the scheme, making 13 advertising properties through Homepoint.

Our Plan: Provide more general information to you about who we house

Progress: We provide information in the Homepoint newsletters on how many applicants have been housed by area, priority banding and property type.

Our Plan: Provide help to those who want to move to a smaller or more manageable home

Progress: We have recently identified two tenants living in family homes and wish to move to a smaller home. They were helped with Homepoint applications and homes identified for them. Financial help is also available for this type of move.

Our Plan: We will improve information to Shropshire HomePoint users for example applications will be registered and an acknowledgment sent to the applicant

Progress: We have produced an easy to read user guide to Homepoint, which is sent out with all applications. The guide is also on the Homepoint website.

Our Plan: If you miss rent payments we will contact you promptly to help prevent arrears and agree manageable repayments

Progress: We now contact tenants who get behind with their rent payments sooner and reach payment agreements with them at an earlier stage, before arrears have got out of hand.

Our Plan: Use the phone more as a method of contact

Progress: We update our records while discussing arrears, updating contact numbers and household details when you tell us about them.

Your Home, Your Choice Making the right moves

The

Tenancy

Standard

Allocations Rents

17

Your TenancyOur Plan: Treat every case based on individual circumstances

Progress: While we have agreed procedures that guide how we deal with rent arrears, we understand that each person is unique and has different issues and circumstances. We try to give you advice based on your particular situation.

Our Plan: Work with partner agencies to provide debt advice to tenants with rent arrears

Progress: With your permission, we will pass your contact details to the Citizen’s Advice Bureau and local Benefits departments to help resolve debt problems. We have arrangements with the JUST credit union for weekly drop-ins at both of our offices.

Our Plan: Consider incentives for people who have a clear rent account

Progress: We have consulted some tenants about this but need to do some more consultation before deciding whether or not to go ahead with this idea.

Our Plan: Keep you updated with changes that will affect your tenancy

Progress: We have put articles in the tenants’ newsletters which explain future benefit changes which may affect your tenancy.

Our Plan: Aim to visit all our tenants over a 3 year period

Progress: We have started a programme of tenancy visits. By mid August around 730 had been completed.

As a result of the visits we have been able to identify 48 tenants who need adaptations or equipment to help them live independently and 72 tenants have been referred to our housing support officers or other agencies to provide help and advice on a range of issues.

18

Our Plan: Expand our regular neighbourhood walkabouts in your community

Progress: We have extended the number of areas in which we do neighbourhood walkabouts.

Our Plan: Publicise the dates and outcomes of the walkabouts

Progress: Dates of walkabouts are now advertised on our website and in the local community. We publicise action taken and the results to the local community using posters.

Our Plan: Agree standards appropriate to your neighbourhood including standards for the upkeep of green areas

Progress: We now use an agreed grading system to ensure that neighbourhoods meet the required standards – the standard is based on the national ‘Cleaner Safer Greener’ standards.

Our Plan: Work towards making statements clear to everyone so that you know what services you are paying for

Progress: Our statements have not changed yet – we plan to hold a focus group for those who pay service charges to ask how statements can be clearer before changes are made.

Our Plan: Consult with you to create a ‘menu’ of choice that covers services provided to shared areas

Progress: Our consultation with residents is due to start in September 2011 – based on 3-4 different levels of service from which tenants could choose.

Where You Live Creating safer, cleaner and greener neighbourhoods

The

Neighbourhoods

and Communities

standard

Service Charges Neighbourhoods

Our Plan: Respond to the most serious incidents within 1 working day

Progress: Target response times are built into our new anti social behaviour reporting system.

Our Plan: Improve how we monitor and handle reports of anti social behaviour

Progress: Our new reporting system helps us to check that we are meeting our targets and dealing with cases effectively.

Our Plan: Provide advice and guidance to tackle the problem

Progress: In several cases we have worked with other agencies, for example to provide extra support for individuals or to help set up Neighbourhood Watch Schemes.

Our Plan: Keep you informed of the progress of your case

Progress: If you have reported anti-social behaviour we keep you up to date with the action being taken to resolve it – our reporting system includes prompts for when updates are due.

Our Plan: Let you know the outcomes of cases

Progress: We tell everyone directly involved what action has been taken. We also carry out surveys to check how you think reports have been handled.

In the most serious cases, we use the local press to publicise to the wider community what has been done to deal with the situation.

Our Plan: Arrange for specialist agencies to provide help and support where appropriate

Progress: We helped to fund the newly formed Countywide anti-social behaviour team and work with this team to help resolve complex cases.

Our Plan: Use mediation more to resolve disputes and have trained staff to do this

Progress: Two of our staff are training to become professional mediators. We have also used independent mediators to help resolve some cases.

19

Anti-social behaviour

20

Spending Your Money Wisely

Our Plan: Improve and simplify the way in which we get feedback from you with fewer but more effective surveys

Progress: We are currently looking at ways to do this whilst making sure that we still give you plenty of opportunities to give us your views on our services.

Our Plan: Set clear targets each year for each department setting out the efficiencies we wish to achieve

Progress: We have discussed options at our value for money working group. We plan to set efficiency targets that will enable us to spend savings on a specific project or service improvement.

Our Plan: Focus our attention on the three top priorities the Value For Money Focus Group set out:

• ProvidingnewhomesWe have been told by the Government how much grant funding for new build we can have for the next 4 years. We are developing plans to build around 33 new homes initially and exploring ways to fund more, to meet the Group’s aim to build 200 homes.

• Continuingtoinvestinourexisting homes In 2010-11 we invested over £7m improving homes. Much of this investment was on improved heating systems and insulation which should help make homes more affordable to heat.

• Puttingmoremoneyintofacetoface housing services TRL made a small profit in 2010-11 – this is being ploughed back into the service to help us to make further improvements.

A small increase in staffing in the neighbourhoods team has also been agreed to help our work on prevention and recovery of rent.

The value

for money

standard

Our Plan: Work harder to engage with younger tenants and home owners, so we understand what matters to them

Progress: We are developing different ways to get feedback to make sure younger tenants can give their views. Part of our website upgrade will help enable us to gather comments through a tenants forum.

Our Plan: Look to work in partnership with other housing providers to save money

Progress: We have just got to the end of a purchasing project through the Central Housing Investment Consortium (CHIC). This is a partnership with 8 housing providers, managing 50,000 homes. We anticipate that this will result in major savings in, for example, bulk buying of kitchen units. We’ll be able to update you on the savings we make in next year’s report.

Our Plan: To produce more relevant performance information and statistics to share with residents

Progress: Have a look at the ‘how did we do?’ section in this report on pages 24-27. If you want to know other information about our services or think we can show or explain the information more clearly then let us know.

21

22

How We Run Our Business Ensuring we’re run well

Our Plan: Continue to follow the code ‘Excellence in Governance’

Progress: We carried out our annual self-assessment in May to check that we comply with this good practice.

Our Plan: Provide clearer and more regular information about our performance

Progress: We have started to include snapshots of performance information in our tenants’ newsletters. We want to be open and honest about how we are performing, what we do well and where we can improve.

Our Plan: Set up clear ways by which tenants can scrutinise our performance

Progress: We are in the middle of consultation about how we develop tenant involvement in scrutinising our performance. Our proposals will be complete in the autumn and publicised in the newsletter.

Our Plan: Promote how tenants can get involved in running the organisation

Progress: We are continuing with our regular publicity about how tenants can become involved, whether through focus groups, residents groups or by becoming a Board member.

Our Plan: Arrange opportunities for tenants to meet and question Board members and senior staff

Progress: Senior staff and Board members attended the Corporate Plan launch in July and the Fun day in August. Members of TASS and TARCA were able to question our Chair and Chief Executive about the Group’s plans for the future.

The

Governance and

Financial viability

standard

23

Exec Team

Chairs of Boards

Martin Holland (Chief Executive)

Paul Sutton (Executive Director for Assets and Development )

Niki Talbot (Resources Director)

Ann Sutcliffe (Executive Director Neighbourhoods)

Jen Hayball (Assistant Director Performance and Governance)

John Stringer (Chair of TRL Board)

Neville Stephens (Chair of SSHA Board)

Shena Latto(Chair of SH Board)

Gordon Hodgkiss (Chair of MMHA Board)

24

1 Bedroom

£63.15Bedsit

£53.582 Bedrooms

£74.163 Bedrooms

£81.574+ Bedrooms

£86.59

Average Weekly Rent SSHA (31.03.11)

1 Bedroom

£58.68Bedsit

£47.952 Bedrooms

£65.823 Bedrooms

£71.984+ Bedrooms

£76.16

Average Weekly Rent MMHA (31.03.11)

Number of Homes Owned SSHA (31.03.11)

1 Bedroom

412Bedsit

342 Bedrooms

6873 Bedrooms

9034+ Bedrooms

281 Bedroom

497Bedsit

302 Bedrooms

7393 Bedrooms

9794+ Bedrooms

56

Number of Homes Owned MMHA (31.03.11)

Waiting list

149shared ownership

17exchange

11Transfer

32

Type of Letting SSHA (2010-2011)

Waiting list

135shared ownership

0exchange

18Transfer

17

Type of Letting MMHA (2010-2011)

How Did We Do?

25

Current tenants owing SSHA As a % of annual rental income

31.03.10

3.12% £271,902.00

31.03.11

3.50% £301,251.85

Current tenants owing MMHAAs a % of annual rental income

31.03.10

2.22% £177,684.00

31.03.11

2.72% £216,500.00

Former tenants owing SSHAAs a % of annual rental income

31.03.10

2.25% £182,699.00

31.03.11

2.32% £217,338.00

Former tenants owing MMHAAs a % of annual rental income

31.03.10

1.36% £118,143.00

31.03.11

1.86% £171,008.00

Number of tenants in arrears SSHA

31.03.10

78931.03.11

673

Number of tenants in arrears MMHA

31.03.10

82931.03.11

734

(This means tenants who owe anything from a few pounds upwards)

Rents MMHA Rents SSHA It’s great news that the number of tenants in arrears has fallen since last year. We are obviously disappointed that the amount owed went up last year but we are working hard with tenants to reduce the amount of rent owed with early action and good advice on debts and payment

Ann Sutcliffe, Executive Director, Neighbourhoods

26

RepairsRepairs done in target timeEmergency – 2 hours to make safe, 24 hours to complete, Urgent – 3 days, Non-urgent – 21 days

Repairs MMHA Repairs SSHA

Emergency2010/2011

98%Urgent2010/2011

92%Non-urgent

2010/2011

86%

Emergency2009/2010

100%

Urgent2009/2010

97%

Non-Urgent2009/2010

95%

Most repairs have been completed in our target times – which I’m sure has contributed to the high levels of customer satisfaction we have with the service. We were of course disappointed that our performance last year wasn’t quite as good as the year before. The severe winter weather in December and the need to reorganise the service and introduce new computer systems for repairs by appointment contributed to this, but we think the change was needed, and are confident that we can now provide an even better repairs service for tenants

Paul Sutton, Executive Director, Assets and Development

Emergency2009/2010

97%

Urgent2009/2010

95%

Non-urgent2009/2010

92%

Emergency2010/2011

98%Urgent2010/2011

94%Non-Urgent

2010/2011

91%

27

It’s good news for everyone that we have been able to cut the time we take to repair and relet homes. We continue to let homes to the standard agreed with tenants and where we have taken longer than our target time, it has usually been due to where specific homes are located rather than any delays in work to the property

Paul Sutton, Executive Director, Assets and Development

Relet Times

Gas ServicingProperties with current safety certificate MMHA

31.03.10

99.9% 31.03.11

99.9%

Properties with current safety certificate SSHA

31.03.10

95.3% 31.03.11

99.7%

Relet Times MMHA

2009/2010

27.7days

2010/2011

23.9days

Relet Times SSHA

2009/2010

51.1days

2010/2011

27.5days

Get involved to help us to improve our services and neighbourhoods!

Interested? Getting involved doesn’t have to mean committing yourself to attending lots of long meetings, you can get involved in other ways.

If you want to know more about having your say then contact our Resident Involvement Team on 0300 303 1190.

Do you want to get involved?

equal opportunities statement We recognise the damage that disadvantage and discrimination can cause. We are committed to equal opportunities and will take positive steps to ensure that you will not be treated less favourably than anyone else in your dealings with us because of race, religion, gender, marital status, sexual orientation, disability or age.

The Gateway, The Auction Yard, Craven Arms, Shropshire SY7 9BW

Tel: 0300 303 1190 email: info@sshropsha.co.uk

Talbot House, High Street, Wem SY4 5AA

Freephone: 0800 434 6289 Tel: 0300 303 1190 email: enquiries@mmha.org.uk