Believing in accessibility for all

Annual report 

1 April 2020 to 31 March 2021

 

Customers and support

204,195 calls received by Homes Direct and Telecare, compared to 225,574 in 2019 - 2020

20,741 webchats, compared to 14,983 in 2019 - 2020

90.8% of customer complaints responded to on time, compared to 87.9% in 2019 - 2020

98.6% of tenants were happy with the way their ASB complaint was dealt with, compared to 97.2% in 2019 -2020

5,422 people were supported by Money Smart, compared to 4,628 in 2019 - 2020

133 people were supported into work, training, work experience or volunteering, compared to 253 in 2019 - 2020

 

Repairs and maintenance

53,806 response repairs were completed, compared to 63,781 in 2019 - 2020

94.7% of repairs were completed on time, compared to 96.9% in 2019 - 2020

 

Safety

100% of communal area fire safety checks were carried out, compared to 100% in 2019 - 2020

100% of gas safety checks were carried out, compared to 99.9% in 2019 - 2020

 

Lettings and new homes

96.4% of new tenants were satisfied with the lettings process, compared to 98% in 2019 - 2020

92 customers have exchanged properties, compared to 96 in 2019 - 2020

4 new homes were built, compared to 38 in 2019 - 2020

We also bought 19 new homes

36 days on average to re-let homes after repairs, compared to 10 days in 2019 - 2020

12,446 people on the housing register, compared to 9,501 in 2019 - 2020

1,068 properties were allocated, compared to 1,222 in 2019 - 2020

 

Income

97.6% or rent was collected, compared to 96.8% in 2019 - 2020

10,271 rent accounts were in credit at year end, compared to 9,550 in 2019 - 2020

 

How money was spent

£14.5 million on repairs, compared to £13.2 million in 2019 - 2020

£5.8 million on major works, compared to £6.5 million in 2019 - 2020

£4.5 million on planned maintenance, compared to £4.6 million in 2019 - 2020

£6.4 million on housing management, compared to £5.6 million in 2019 - 2020

£3.4 million on estate services, compared to £3.5 million in 2019 - 2020

£3.3 million on homeless services, compared to £2.7 million in 2019 - 2020

£2.4 million on other direct costs including facilities

£6.7 million on overheads including IT, staff training and business support

£46.9 million overall spend, compared to £47.3 million in 2019 - 2020

You may have noticed that what we collected in rent outweighs what we spent last year. This is because all the rent we collect goes to the City of Wolverhampton Council. In return, they pay us a management fee. Figures are rounded to one decimal place.