HERE WHEN YOU NEED US
Annual Report 2022/23
WELCOME
Over the last 12 months we have continued to support the City of Wolverhampton Council to deliver their priorities by providing good quality services for our customers and communities.
Our mission is to help people get on in life, and we aim to do this through living our values every day.
This year we’ve supported more customers through the cost of living crisis, created dedicated teams to help tackle the causes of damp, mould and condensation and invested in 18-24 employment and training opportunities including our new REACH work experience programme and our popular apprenticeship scheme.
Our telephone befriending services continues to provide a lifeline for residents across the city, with more than 3,700 calls made by our volunteer befrienders to support our communities. And our new Community Chest initiative has already allowed us to support 30 projects which are making a positive difference to the lives of people in Wolverhampton.
Thank you to all customers who have provided feedback about our services and your experiences. We’ve listened and will continue to make improvements to best meet your needs.
This year based on what you told us, we’ve increased our customer services team to respond to your calls more quickly; we’re developing a customer involvement panel that will scrutinise our services and we’re launching a new online portal to make it easier for you to complete essential transactions at a time and place that suits you.
Your rent helps to pay for the delivery of our services and to support the maintenance of your home
£90,385,209
in rent was collected on behalf of the City of Wolverhampton Council
97.32%
of rent was collected this year
10,314
rent accounts were in credit at the financial year-end
OUR FINANCES
CUSTOMER SERVICE
Our customer contact centre handles more than 200,000 calls, emails and online chats every year. You told us how important an efficient service was to help you manage your home effectively, so we’ve made lots of improvements to help us deliver the high-quality service you expect.
You said, we did
You said: you sometimes have a long wait on the phone when contacting us.
Since April 2022, we have improved our call waiting times by 46.6% and are working to continue to improve further.
You said: you'd like us to resolve your query without passing you to other departments.
We have upskilled colleagues through new customer service training and put processes in place to share knowledge across the business, and to ensure learnings are understood and implemented.
Colleagues from other teams are based in our customer contact centre to support our Customer Service Advisors and ensure we can resolve your query right first time wherever possible.
You said: you’d like us to improve our customer service by responding more quickly.
We have boosted our contact centre team with the recruitment of additional advisors to respond to queries more efficiently. Our values-based recruitment process ensures that we’re hiring local people who are committed to putting customers first.
And we're continuing to focus on enhancing the services you have told us are most important to you.
Since April 2023, the average call waiting time is 7 minutes, 52 seconds.
That's an improvement of more than 60% over the last year.
LEARNING FROM COMPLAINTS
Every complaint we receive is an opportunity for us to learn and improve. We monitor themes of complaints and use these to make changes to policies or processes, identify training needs and review resources.
You said, we did
You said: you don’t always receive updates about repairs and other queries
We've made changes to the way we communicate with our contractors to avoid delays
This year we moved several Repairs colleagues into our customer contact centre to resolve enquiries at first point of contact
You said: housing applications are taking too long to be processed
We've recruited additional tenancy officers into the team
We have started a redesign of the service to ensure it meets the changing needs of our customers
We've identified a way in which we can focus on the communities that have the greatest need, through targeting more tenancy officers in these areas
There were also several general themes which we are working to improve over the coming months, including better communication with customers and more clear and transparent processes so you know what to expect and we can deliver on our promises to you.
We are creating a new customer involvement panel in 2023 which will form part of our scrutiny function, providing valuable feedback on the areas that are important to you and ensuring that Wolverhampton Homes acts on the information it is given.
Empowering customers
We are committed to listening to and resolving your issues and take all complaints very seriously. We fully support the increased regulation and the work of the Housing Ombudsman to empower customers.
If you have a problem, please do get in touch. Our Customer Resolutions team will work with you, and with colleagues across the company to agree a solution you are happy with.
SUPPORT
Investing in communities
Our new Corporate Social Responsibility and Community Investment strategy launched in November 2022, with an event attended by more than 40 local groups and organisations. The strategy details how we support our communities socially and economically through delivering social value, including employment opportunities, volunteering, events, fundraisers and community projects.
In March 2023 our first Community Chest opened, attracting more than 70 bids from groups working with communities in Wolverhampton to help make the city an even better place to live, work and socialise. We contributed to over 30 successful projects, with everything from friendship groups to youth clubs and community food deliveries receiving a share to help develop the fantastic work they are doing in Wolverhampton.
Supporting people at risk
An estimated 2.3 million adults each year experience domestic abuse and it is the leading cause of homelessness amongst women. Cases have continued to rise since the Covid-19 pandemic and more than 231 people are considered to be at high risk of serious harm each week in the West Midlands area alone.
Wolverhampton Homes has developed a company-wide See It, Report It initiative to support all colleagues to recognise potential signs of domestic abuse in customers’ homes and provide a clear internal referral process. There are clearly defined pathways for referrals from the Wolverhampton Anti-Social Behaviour unit which helps the team to identify potential domestic abuse cases from noise and other reported incidents.
Our Sustainment and Support team also completed research with customers who have accessed domestic abuse support, with the aim of improving the information available to customers seeking help. As a result of these robust policies and processes, and close partnership working with other organisations, we are proud to have been awarded the prestigious national DAHA accreditation for our work supporting customers who are affected by domestic abuse.
Living independently for longer
Our Home Improvement Agency (HIA) is a service delivered on behalf of the City of Wolverhampton Council which is dedicated to helping older people, people with disabilities and vulnerable people to live in their own homes safely and comfortably through accessing government grants. The HIA supports residents to leave hospital more quickly and safely through a handyperson service which can complete small home improvements like grab rails and stairlifts.
Supporting the city council's priority of 'fulfilled lives for all in Wolverhampton', the HIA also allows disabled adults and children to access home improvements and provides dedicated, bespoke solutions for residents to remain independent in their homes.
With a dedicated specialist support worker to help residents through the entire process, the HIA prides itself on its person-centred solutions which keep the customer at the heart of the project and put their needs first.
One resident told us:
‘I couldn’t be happier. I used to struggle going up the stairs on my hands and knees and now I have my stairlift it has made my life so much safer and easier.’
The work of the team this year has delivered savings of more than £118,000 for the local NHS trust and improvements to the HIA processes mean they have been able to support even more residents. The number of grants approved this year has increased by 58% compared to pre-pandemic levels and 320 residents have been supported with home improvements which can be life-changing.
Doreen had a project completed by the HIA:
‘Many, many thanks for your help to enable Doreen, our mum, to be a proud user of a walk-in shower in her new bathroom. She enjoys a shower every day and delights in it’.
Supporting you with the cost of living
Wolverhampton Homes’ mission is to help people get on in life, and we’re committed to supporting customers through the current cost of living challenges. Our Money Smart team have helped 4,840 customers with money support, from applying for grants and loans, to helping you get the most out of your money.
With increased demand on the service over the last year, we’ve made improvements including the development of an online income and expenditure form, which has been utilised by over 4,000 customers so far.
We have created a new team of Healthy Homes Advisors who are committed to supporting customers to live comfortably at home. The team are available for home visits to assess your property and provide support and advice to make sure that any damp, mould, and condensation is quickly rectified.
Through our hardship fund and access to government funding, we have supported 3,794 customers with £440,000, enabling us to help those who need it most.
Michelle, a full-time carer for her daughter, has been supported by the team:
Michelle approached the Money Smart team when the rising cost of living meant she was finding it hard to pay her rent. The team identified several costly bills which could be reduced, including old debts which Michelle was paying for on a debt management plan with a high monthly charge.
The team worked with Michelle to help reduce her outgoings. She applied for a low-cost social tariff with her broadband provider, reduced her water bill by accessing a Severn Trent support scheme and received a fuel top-up to cover her until she had her finances sorted out. The team also put Michelle in touch with a specialist debt management charity for support and advice on reducing her monthly payments.
HEALTH AND SAFETY
Keeping customers safe
In March 2023, we were proud to receive a gold award from the Royal Society for the Prevention of Accidents (RoSPA). We demonstrated that excellent procedures and protections are in place to keep customers and staff safe. This includes comprehensive training for all colleagues and an improved alert system. We were commended for our overall commitment to health and safety, consistently delivering the highest standards.
We have increased our Fire Safety team with additional colleagues who support Tenancy Officers with their work to keep customers safe and help us to prevent incidents – ensuring we exceed current legislation. Working in partnership with West Midlands Fire Service, we are increasing awareness and education for residents to help reduce fires in the home and make sure residents know what to do if there is a fire.
Customer safety is vitally important to us and most fires in the home can be prevented with basic safety precautions. Our programme of communications this year has seen more customers engage with fire safety messages. So we'll continue to share information with customers to help everyone stay safe.
As part of our fire safety improvement programme, totalling more than £60 million, we are upgrading all high-rise blocks across the city. This includes new and improved fire safety measures, including new fire doors, sprinklers in every flat, and enhanced fire detection systems. This year, work has started on our high-rise blocks in Merry Hill where residents will benefit from a range of fire safety improvements and upgrades to electricity and water systems which will improve safety and reliability.
Safe and well-managed neighbourhoods
The Heath Town regeneration programme is a £120m project to enhance the lives of more than 2,500 residents. Significant work has been completed on behalf of the City of Wolverhampton Council, with fire safety enhancements including sprinklers, improved lighting and CCTV, new energy-efficient cladding and full fibre internet connectivity, as well as new play areas and green spaces for residents.
We were thrilled to be awarded the gold ‘Neighbourhood Transformation’ award at the UK Housing Awards and the silver ‘Best Project’ award at the National Building and Construction Awards, both in November 2022.
Commenting on the success, Shaun Aldis, Chief Executive of Wolverhampton Homes, said:
'The ongoing transformation of Heath Town is a major boost to the city and to residents in the area. Throughout the project customers have engaged with us, shared their views and helped us to understand the improvements we could make that would benefit them, and their enjoyment of their homes, the most.'
'This is all about delivering a sustainable project that meets the needs of residents and enhances the entire estate. It has been a true partnership effort and its success is largely down to the support of the Tenant and Resident Association and local groups and organisations like Hope Community. This award is an outcome of the strong partnership approach we adopt here in the city, so I consider this an award we have won together.'
68% of customers are satisfied that Wolverhampton Homes contributes positively to their neighbourhood
68% of customers are satisfied that Wolverhampton Homes contributes positively to their neighbourhood
REPAIRS, MAINTENANCE AND LETTINGS
FINDING A NEW HOME
94%
of new tenants are satisfied with the lettings process
801
properties were allocated, and another 142 home exchanges took place
6,308
people on the housing register
26 days
on average for a home to be re-let after repairs
The Homes in the City website receives hundreds of visits each day from people applying and bidding for homes in Wolverhampton. There is a lot of information available and feedback from customers suggested it could be difficult to find the information they needed.
In partnership with the City of Wolverhampton Council, we reviewed the customer journey and developed new content for the whole website with a focus on making it easy to read and understand, with clear signposting to find the information you need.
REPAIRS
We know how important the maintenance of your home is, so we continue to invest in our repairs teams to ensure we deliver a high quality and timely service for customers. This year we’ve spent an extra £2 million on responsive and void repairs, bringing our total spend on repairs to almost £18 million and completing 800 additional repairs compared to last year.
Our city-wide heating programme will continue to run until 2026. We are upgrading and replacing boilers and renewing heating systems in more than 2,500 properties to keep homes warm, comfortable and energy efficient. Residents in council properties across Wolverhampton are also benefiting from new kitchens and bathrooms as part of a five-year programme of improvements and upgrades.
You said, we did
You said: you need specialist advice and support to tackle condensation, damp and mould
We’ve listened to customer feedback and created three new Healthy Home Advisor roles to support you in resolving recurring damp and mould issues in your home.
We’re also trialling home sensors and using the data we hold about our properties to understand where damp and mould could be more likely to occur so we can take early action to prevent it.
You said: you wanted more repairs appointments kept
We've improved our workforce planning scheduling procedures to increase the reliability of booked appointments. Now, around 98% of appointments are kept.
We also proactively contact tenants if we cannot keep an appointment for unforeseen operational reasons.
You said: you want reports of damp and mould responded to quickly
We now have more resource dedicated to assessing any reports of damp or mould and we prioritise these reports over other routine inspections.
We have also increased capacity to undertake any necessary repair works, so that they are done more quickly.
RESPONDING TO REGULATION
The government’s Regulator of Social Housing has introduced Tenant Satisfaction Measures (TSMs) which all providers must publish each year from 2024.
Our aim is to provide the best quality homes and services we can to all our customers, so we started collecting feedback on the TSMs long before the government’s deadline so we could develop an understanding of your views and work to develop our services based on what you are telling us and resolve any issues more quickly.
Customer satisfaction with Wolverhampton Homes is 70%
66% of residents are happy with the way their anti-social behaviour complaint was dealt with
73% of customers are satisfied with our repairs service
Equality, diversity and inclusion (EDI)
We believe that equality, diversity and inclusion should be at the heart of everything we do. We are passionate that everyone should have fair and equal access to services and opportunities so that they can play a positive role in their community.
We're proud of the work we have done to create an inclusive working environment. We currently have a negative gender pay gap - meaning the midpoint hourly rate of pay of female employees is slightly higher than the pay of male employees.
YOUR VIEWS MATTER
We will be spending close to £1 billion over the next 30 years to maintain and improve council properties. Our customers are key to shaping this programme of works, providing feedback and insight into the things that matter most in their home and neighbourhoods.
Ian Gardner, Director of Property Services, said:
“There are a number of projects ongoing to upgrade properties, including the installation of enhanced fire safety and security systems in flats, and energy efficiency measures to help reduce customers’ energy usage and keep bills low."
"We ask customers to feedback before, during and after work has taken place and we’re using this to improve the information we provide and the on-the-ground service during future projects. The surveys have also helped us to resolve any issues quickly, ensuring we are providing a good quality service which is good value for money.”
We are committed to improving how customer feedback influences our decisions and services. Customer consultation on proposed changes to our Repairs and Maintenance Policy helped us to shape it around the things you told us mattered most to you.
During 2023 we are creating a new customer involvement panel that will use your feedback to scrutinise our services and identify the changes that need to be made. If you’d like to be involved, you can find out more on our website.
THANK YOU
LOOKING TO THE FUTURE
We welcome your involvement in our plans, please get in touch to find out more.
A message from Councillor Sue Roberts, the newly appointed Chair of our Board
“As the new Chair of the Wolverhampton Homes Board, I am committed to seeing the company continue to respond to customer feedback in the service developments and improvements it makes. There are some big changes coming in the world of social housing, with increased regulation and legislation in place to ensure customers receive good services across the board.
I’m pleased to see Wolverhampton Homes is responding positively to these changes, with the creation of a Customer Involvement Panel to scrutinise services and make sure the customer voice is heard, continued investment in the areas you have told us matter most to you, and a commitment to working with partners to enhance communities in our city. I’d encourage customers to get involved, share your views and continue to let us know how we are working, for you.”
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