Your rent and your home

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Your rent

This year, we collected 99.10 percent of rent across all our homes.

The percentage of rent arrears as a percentage of rent stood at 1.89 percent, which shows we are continuing in our ongoing efforts to support even more customers than before to sustain their tenancies. 

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Your home

General repairs 

From the feedback we receive from our customers, we know that one of the most important service areas is repairs. 

Of those who responded when asked, 75 percent of customers said they were satisfied with the responsive repairs service. 

We recognise there is still room for improvement in this area and so we’ll continue to work hard with our contractors to further improve this performance. 

Last year, our contractors completed 48,221 repairs. A total of 8,770 of these were emergencies and 39,451 routine repairs. 

Over the last 12 months, 83.03 percent of all emergency and routine repairs were completed on time and 84.90 percent of all responsive repairs were completed on the first visit. 

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Heating repairs 

In the last year, our contractors completed 20,604 gas services, with 100 percent of our homes having an up-to-date gas certificate (as of March 31, 2020). 

Over the last 12 months, a total of 19,752 heating repairs were completed. In total, 95.9 percent of emergency repairs were made safe within 24 hours, while 93.3 percent of routine repairs were completed in 10 days. 

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Improving homes, improving lives

Throughout 2019/20, we have continued to invest in our homes through our Planned Works programme. 

Over the course of the year, we invested £10.7million in a range of projects, achieving an 82 per cent satisfaction rate from those who responded to our customer survey.  

Among the 239 bathrooms that were renewed as part of the programme were those at Carl Hall Court, our 34-bed sheltered scheme in Peterborough. Baths were replaced with level-access showers, while, at the same time, kitchens were also updated to make better use of the available space. The project received positive feedback from customers, scoring an average of nine out of 10 from those who responded to subsequent survey. 

During the last 12 months, we have also completed 68 major aids and adaptation projects and a further 280 minor works. 

Minor aids and adaptations include work such as the installation of lever taps, small ramps or grab rails. Meanwhile, major adaptations are normally carried out in conjunction with or through the local authority using Disability Funding Grants (DFG). Major works can range from the provision of ramps and the widening of doors to the installation of through-floor lifts or ceiling track hoists.