This year we've made changes you can see and feel, taking on board your feedback to improve the things that matter most. We've spent £14m on repairs, and with the introduction of Awaab's Law changing the ways we tackle significant hazards including damp, mould and condensation, it's helped us get to the bottom of issues quicker than before.
We've also got more colleagues in our communities team so that we can be out and about more, something you told us you wanted, and they've been busy doing over 200 neighbourhood inspections to log problems before they're reported to us.
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Things we've done:
75% of repairs finished in time
Last year we brought more of our repairs in house, and this year we completed 90% of all repair jobs.
But we're not stopping there, new technology is on the way so our operatives will be even more efficient and they'll get to more jobs each day. And if it's something we can't fix on the first visit, we'll be able to book a follow up appointment with you there and then!
141275
Calls answered
69481
day to day repairs
99
% of stage 1 complaints resolved within 10 working days
2,390 antisocial behaviour cases
In some areas we've seen an increase in antisocial behaviour reports so have taken strong tenancy enforcement action to address the problem and restore safety and reassurance for neighbours.
ASB Help Pledge
We were accredited the ASB Help Pledge, a national programme that recognises the way we support people dealing with antisocial behaviour. It makes sure that victims are listened to, taken seriously and action is taken to deal with the problem reported.
It also means we’re working even more closely with the council, police and other partners so there’s a strong, joined up response for our customers.
After launching 'YH Homes 2.0' last year, we've invested £19.4m in bringing that commitment to life installing low-carbon and smart technology into our homes. Means we're closer to getting all homes to an EPC C or above by 2030, and on their journey to net zero carbon by 2050.
And because we know that new tech can be a bit daunting, we've got a dedicated a customer liaison team to help guide and support any customers who need help.
This year we've spent £164,094 on making improvements in our communities, that's things like fences, landscaping projects, lined car parking bays and other things we know will make a difference.
We've had 1,865 complaints, with the top reasons being appointments not kept, standard of work and poor communication. We've been listening though and are making changes to tackle these problems going forward.
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Our previous reports
See how far we've come and what changes we've made over the last few years.