How we’ve
performed for you
2014/15
Your home
Providing you with a home that you can be proud of is an
important part of our Deal relationship. Last year we completed
over 90,000 repairs at a cost of £11.9 million. These were
predominantly carried out by our in-house team.
Over the past few years we’ve expanded our own
team’s capacity to undertake repairs, whilst reducing
the work passed to sub-contractors. As a result of this
we’ve seen both a reduction of jobs that are work-inprogress and an increase in positive feedback from you.
We also:
• Completed 1,100 aids and adaptations and
secured £1.3m grant funding to help your home
meet your needs
• Invested £19m in planned improvement works,
with a focus on heating system upgrades
• We undertook 1,500 heating system upgrades and
installed 700 new systems.
With winter on the way, we know that heating your
property is a significant issue for some of you and we
recognise that excess cold, damp and condensation can
be a health hazard. With this in mind we’ve invested
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CUSTOMER ANNUAL REVIEW 2015
even more in heating systems – our plan is to invest
£30million over the next five years to improve the
energy efficiency of your homes.
We’ve also continued further improvement work on
loft and cavity wall insulation and work to external walls
to help keep your homes warm and efficient. We’re
trialling new technology in some of your homes to see if
it improves properties that are prone to conditions such
as damp, condensation and mould.
We always aim to make the most of our properties but
sometimes a repair isn’t enough and we have to invest
in redevelopment. We have now constructed our first
redevelopment scheme at Akeman Court in Cirencester
and are continuing the build at our second development
at Fortey House in the Cotswolds. A dedicated team
will work on redevelopments over the next few years,
identifying - with your help - other potential sites where
redevelopment could be the best solution.
How have we done?
WHAT WE SAID
HOW WE DID
ACHIEVED
All our homes will meet the
Government’s ‘decent homes’ standard.
100% of our homes met the decent homes
standard in 2014/15.
We will aim to get 85% of repairs
completed at our first visit to your home
unless it requires essential follow-on
work or parts.
84% of repairs were right first time.
We’re working hard to improve this, but
we recognise that approximately 15% of
repairs jobs require a further appointment
to complete the work.
We ask you to rate how well your home
works for you. In the previous year you
rated your home 8.1 out of 10.
Last year you rated your homes as 7.4 out
of 10. We are working hard to identify and
improve on the things that aren’t working
about your home and we have seen an
increase since April 2015 in this measure.
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