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Our annual report is shorter and easier to read than ever before.

It’s been another busy year for us at WH. Our annual report for 2019/20 shows you how we have performed, as well as some of the things we’ve been up to, both out in communities and behind the scenes.


Stats in the annual report include:

Customers and support

  • 225,574 calls received by Homes Direct and Telecare
  • 87.9% customer complains responded to on time
  • 25% of Stage 1 customer complains upheld
  • 50% of customer complaints repairs related
  • 14,983 webchats
  • 240 people attended our Get Togethers
  • 82 customers used our Befriending Service
  • 97.2% of customers happy with the way their report of ASB was dealt with
  • 4,628 people supported by Money Smart
  • 98 home energy visits
  • 253 people supported into work, training, work experience or volunteering
  • 78 people helped with digital skills through Click Start

Community wellbeing and safety

  • 100% communal area fire safety checks carried out
  • 95% estate inspections completed to timescales
  • 99.9% gas safety checks carried out

Repairs and maintenance

  • 96.9% of repairs completed on time
  • 63,781 response repairs completed
  • 4,501 repairs reported online

Lettings and new homes

  • 38 new homes built
  • 96 customers have exchanged properties
  • 98% of new customers satisfied with how they were given a new home
  • 10 days on average to re-let homes after repairs
  • 9,501 people on the housing register
  • 1,068 properties allocated


  • 96.8% rent collected
  • 9,550 rent accounts in credit at year end

How our money was spent

  • £13.2 million on repairs
  • £5.1 million on overheads, including costs and facilities
  • £6.5 million on major works
  • £4.6 million on planned maintenance
  • £6.1 million on other direct costs, including One Stop Shops
  • £3.5 million on estate services
  • £5.6 million on housing management
  • £2.7 million on homeless services

Since March 2020, we have been busy supporting customers as best as we can through the coronavirus pandemic and in particular the 'lockdown' period. This is just a snapshot as to what we got up to supporting our communities when they needed us most. 

What we have been up to during the coronavirus crisis:

  • 111 tenants taking part in our befriending service
  • 9,054 emergency repairs completed
  • 184 customers provided with emergency temporary accommodation
  • 240 adaptations to homes enabling residents to live independently
  • 2,145 tenants supported by our Money Smart Team
  • 144 homeless customers supported into a home
  • 37,970 customer calls received through Homes Direct and Out of Hours
  • 1,322 essential shopping trips for vulnerable residents

For more information about our services during the coronavirus crisis, please have a look at our coronavirus webpage.

Past Reports

Previous annual reports are also available below for comparison:

Annual Report 2018

Annual Report 2017

Annual Report 2015

Annual Report 2014

Annual Report 2013

Annual Report 2012

Annual Report 2011

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