Customer Annual Review 2017 Customer Annual Review - Page 9

Over the last year: We have invested more than £25m (up from £21m last year) in planned improvements to your homes with many improvements linked to our drive to help you keep your homes warmer more aff ordably. We have improved energy and effi ciency in 3,000 homes with 400 of the lowest energy rated homes being improved to an increased energy rati ng of D. Other improvements that we’ve delivered that are linked to aff ordable warmth are: • • • The installati on of 2,484 new heati ng systems, including 70 ground source heat pumps Improved insulati on on 377 homes Windows and doors replaced at 1,860 of your homes. These visits should You’ve told us last no longer than that you’d like to be 90 minutes and able to do things for at the end of it yourself so we’ve created you’ll be left with a range of ‘How to’ videos a feedback form and a prepaid to help you with things like envelope so bleeding a radiator and please let us know how to unblock your sink. how you feel it Take a look here went. At the moment this service is just for new customers, but it may be something that we roll out more widely depending on the results of the pilot if we feel that it adds value for you, your homes and your neighbourhoods. Over the past 12 months we’ve delivered more than 15,500 planned improvements to your homes with 1,281 new kitchens fi tt ed. We’ve also invested £2.3m in upgrading heati ng systems in 1,300 of your homes – work that was carried out by our in-house engineers. You can read about our plans to have more of our own skilled maintenance engineers doing this work to help build those all-important relati onships between us on page 22. Trying something diff erent Aft er an initi al testi ng period, our starti ng well engineer service pilot started in January 2017. So, if you’re a new customer in Staff ordshire or The Marches, once you’ve moved into your home, your neighbourhood coach will arrange an appointment with you to meet up with one of our engineers. These visits are mainly about listening to you, learning about the skills you already have and reassuring you about completi ng your own basic repairs. You’ll receive some basic coaching which will help to build your skills and resilience with regard to maintaining your home. The types of repairs covered are stopping leaks, bleeding radiators, unblocking sinks, changing special light fi tti ngs, straightening kitchen cupboard doors, using the fuse board to diagnose electrical faults and showing you how to check your heati ng is working effi ciently. Depending on what tools you already have, the starti ng well engineer may provide you with a basic toolkit and some small repair items (radiator key, meter key, WD40). You may also get some informati on about damp and condensati on, fuel poverty, decorati ng and gardening; the engineers will also carry out any basic, non-urgent repairs that have been picked up or that they noti ce at the visit. The relati onship building that we talk about throughout this review isn’t just limited to the ti me you spend with your neighbourhood coach. Our repairs engineers are committ ed to helping you get the most out your home and the services we off er too. Whenever one of our engineers visits your home they’ll take the ti me to show you what they’re doing, talking you through the work that they’re carrying out. They’ll ask what your skills are and help you to build on them whilst giving you the confi dence to learn new skills too. By spending more ti me with you, our engineers will be able to help you help yourself whilst improving the A lot of quality of your home what we do is about – making sure that giving you the skills and it works for you, confi dence you need and acts as the springboard you to take control and to need to achieve do things for yourselves. whatever your Read how offering a Paul goals in life a few paint pots and a little may be. advice has helped him turn his life around. CUSTOMER ANNUAL REVIEW 2017 9