ñNTR

Customer Annual Report 2021 – 22

Each year, we take a snapshot of our work in the previous 12 months. We report on how we have spent the rent that you pay, the services we have delivered and how we have performed.

This annual report covers the financial year from 1 April 2021 to 31 March 2022, the final year when we measure our achievements against targets in the corporate plan following our merger.

Les Clarke, Executive director of housing and care

“As a not-for-profit organisation, we report to customers not shareholders.
This year, one of our customers, Julia, has played a big part in this report. Julia is part of our Scrutiny Group and this year was appointed to the ñNTR Ombudsman’s national Resident Panel. We are very grateful for all her input.”
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Julia, involved customer

“This is a report to us, the 19,000 customers of ñNTR. I hope it gives you a real understanding of how well our landlord is performing.”
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How your rent is spent

Just like any household, we have to budget carefully. Because the majority of our income comes from the rent paid by customers, we have a duty to get the best possible value for money when we reinvest that income into homes and services.

This year, we spent £22.8 with local suppliers, supporting 266 businesses providing employment in the areas where we work.

With the support of customers, we launched ñNTR. As one landlord, we delivered savings of £1.4m.

And when energy costs were very low, we fixed gas and electric contracts until October 2024. This has meant that our offices and the communal areas for which customers pay service charges, are receiving energy bills significantly below current rates. Fixing at a time of low cost saved £900,000 this year.

Negotiating a new contract for the materials used in our home repairs and improvements has also made savings. We cut the cost of boiler and heating components by £123,000 this year too and achieved a saving of £10,000 on electrical materials. (Savings are reinvested in homes and communities.)

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How each pound of your rent is spent
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Key

Investment in new homes: 6p
Staff cost and overheads: 29p
Interest on our loans: 18p
Repairs and maintenance: 19p
Building safety & compliance: 11p
Improvements to your home: 10p
Services to your home and communal areas: 7p

Money spent on
repairs & maintenance
£30,445,894
Money spent improving homes
£9,271,338

Value For Money (VFM)

Money spent with
local suppliers
£22.8
Suppliers in Shropshire
& Staffordshire
266
Customers feel rent
offers VFM
88%
Customers feel service
charge offers VFM
74%

Top award for homes and maintenance

“Despite supply chain issues relating to COVID-19, we successfully delivered 99.5% of home improvements planned this year. Skilled teams were able to switch between work streams when shortages of materials meant that our schedules needed to change. That flexibility helped us to win a national award.”

Steve Hall, Group planned programme manager

Customer satisfaction

Compliments
received
399
Complaints
received
1,069
Pound Count
Overall customer satisfaction
0%

 

Pound Count
Complaints responded to within 10 days
0%

Key

Upheld: 57%
Partially upheld: 26%
Not upheld: 17%

Pound Count
Outcome of complaints
0%
Pound Count
0%

Pound Count
0%
Average complaints
response time
12 days
Complaints resolved
at stage 1
85%

Nature of complaints

Failure to complete repair (262)
24.51%
Lack of communication (130)
12.16%
Staff attitude and behaviour (91)
8.51%
Delay in starting the repair (77)
7.21%
Failure to resolve damp and mould (68)
6.36%
All other complaints (441)
41.25%
You said

You told us that you were unhappy with the way we handle complaints.

We have increased the number of dedicated officers, to reduce the time taken to respond to complaints and to improve communication.

Satisfaction with complaint handling rose to 67%, compared to 43% for 2020/21.

We did

Looking forward

Our underlines the responsibility we have, to be careful with our resources and achieve value for money so that we can do more to make a positive difference.

Homes

This year we made a positive difference bymaintaining andimproving homes. Wedeveloped new homes to help meet the need for affordable housing. And our Plus services helped customers experiencing financial difficulties to keep a secure home.

We also provided the peace of mind ofsafe homeswith a wide-ranging programme of safety checks and enhancements.

Your tenancy

Keep rent arrears under 3%
1.75%
Homes let
1,242
General needs homes let
966
Retirement living homes let
276
Communal area fire safety inspections
3,759
Starter tenancies & follow-up calls
750
Tenancy agreement changes
250

Customer services

Calls answered
149,027
Pound Count
Calls resolved at first contact
0%
Customer emails answered
16,911
Views of our website pages
273,534
Customer satisfaction
90%

Plus services help customers save £2.78m

“Our Plus services supported customers who were finding it hard to make ends meet.”

Richard Potter, Head of income

New homes

New homes completed
376
New homes for rent
299
New homes for shared ownership
77
Customers satisfied with their new home
100%
New homes in Stafford
146
New homes in Telford & Wrekin
84
New homes in Shropshire
73
New homes in South Staffordshire
73

Your home

Spend on improvements, maintenance and repairs
£39,717,232
Electrical repairs completed
9,515
Repairs carried out
40,561
Home improvement waste recycled
99.15%
Repairs completed within target
90.31%
Tonnes of landfill
waste prevented
1,144
Pound Count
Customers happy with repair service
0%

Improving homes

Money spent improving homes
£9,271,338
New kitchens
437
New bathrooms
731
New wetrooms
87
New composite doors
434
New boilers
935
Property rewires
401
Homes benefitted from minor adaptations
246
Homes with disabled facilities grant work
70
Money secured from the Social ñNTR Decarb Fund
£1.2
Grant funding for energy efficiency improvements
£167
Homes improved with this grant funding
107

Keeping you safe

Safety inspections completed
46,668
Compliance with statutory checks
99.70%
Gas heating services completed
16,148
Gas reactive jobs completed
12,258
Fire door inspections completed
3,804
Electrical inspections
completed
4,068
Asbsestos surveys completed
3,182
Building safety
site tours
597
You said

That we do not provide help with trees that are causing problems within customers’ gardens.

We are developing a new process for managing problem trees in a customer’s garden, where they pose a risk to the property and/or the people living at the property.

We are doing

Looking forward

We will introduce a new Tree management policy in August 2022.

Working closely with Shropshire Council, Stafford Borough Council and South Staffordshire District Council, we have been awarded a share of the £179m fund set up by the government’s Department for Business Energy and Industrial Strategy. The investment will support wall and loft insulation, draught proofing, underfloor insulation, and improved heating systems.

Lives

Continued restrictions imposed during the pandemic meant that we were not able to spend as much time in our retirement living communities as usual. When we couldn’t be there in person though, we kept in touch with residents through regular telephone calls. We were also able to carry out repairs and safety checks.

We changed the lives of people and families by supporting customers into employment and applauded some of our amazing residents with our Local Hero celebrations.

Retirement living

Retirement living communities
57
Retirement living customers
2,172
Customers supported to maintain independence
396
Customers who took part in wellbeing activities
27,935
Wellbeing activities offered
3,829
Pound Count
Retirement living customer satisfaction
0%

Domiciliary care

Pound Count
Care and support customer satisfaction
0%
Hours of care and support
103,222
Hours of domiciliary care per week
2,438

Telecare service

Critical calls received
53,564
Enhanced telecare assessments done in 48 hours
100%
Critical calls answered in 60 seconds
97.3%
Installations completed within 5 days
99.2%
Telecare customer satisfaction
96.8%
Customers feel telecare offers VFM
96.7%
Pound Count
Customers who would recommend telecare
0%

Our care and support services change lives

“At The Sandford Nursing Home, 100 per cent of residents feel that they are treated with the dignity and respect that is so important to all of us.”

Tracy Smith, Registered manager at The Sandford Nursing Home

The Sandford Nursing Home

Pound Count
of residents feel the care they receive is satisfactory or excellent
0%
Pound Count
of residents feel involved in decisions made about their care
0%
Pound Count
of residents feel they are treated with dignity and respect
0%

Customer support

Money savings for customers due to support
£2,783,344
Customers helped by Plus services
1,271
Debt counselling saved our customers
£55,236
Customers supported with specialist debt advice
60
Customers helped into employment
34
Utility bill advice saved our customers
£8,314
Customers supported by Community Hubs
297
Customers supported by Prince’s Trust
11
Customers supported by Building Better Opportunities
67
You said

That customers are not given enough time to decide on the home being offered to them.

We are developing new processes to inform customers of decision deadlines, with confirmation in writing – either by text message or email.

We are doing

Looking forward

We will make it easier for customers to access support into employment and training.

We will work to ensure our customers are not digitally excluded.

Communities

Our ñNTR My Community Fund supported great projects run by charities, voluntary groups and our own customers. Grants were awarded to initiatives benefitting communities right across Staffordshire and Shropshire.

We support communities in other ways, too. As one of the area’s leading employers we are proud to employ 63 of our tenants.

As part of our Early Careers programme, we developed stronger relationships with schools and colleges. We employed 17 apprentices during 2021-22 and used apprenticeships to upskill our workforce. Some of those completing their training during this year, attended an Apprenticeship Graduation event in Stafford.

Our commitment to supporting safer communities was recognised with a national award from Resolve ASB, the UK’s leading organisation specialising in effective solutions to antisocial behaviour. In surveys carried out during this year, we were pleased to see increased satisfaction with this part of our work.

Our communities

Employees living
in our communities
91.52%
Customers
employed
63
Suppliers based
locally
45%
New apprentices from
our communities
17

Involving and empowering our customers

Involved customers
recruited
80
Total involved customers sharing their views
380
Customer surveys
carried out
6,400
Hours volunteered by Scrutiny Group
392
Actions from their recommendations
18

Anti-Social Behaviour (ASB)

New ASB cases resolved
286
Cases resulting in legal action
30
Injunctions
13
Estate issues e.g. fly tipping etc. resolved
147

The ñNTR My Community Fund

The ñNTR My Community Fund

“We see so much enthusiasm, energy and commitment from volunteers, charities and local organisations. My Community Fund means we can back great projects making a positive difference in the neighbourhoods where our customers live.”

Sam Allcott, Director of housing

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Community organisations who received funding
23
Total funding awarded
£23,362
You said

You told us that you want safe, clean and tidy communal areas.

We are reviewing which communal areas are cleaned and where there is no cleaning in place, we will consult with customers to implement the service from April 2022.

We are doing

Looking forward

Our introduces our “making a positive difference” fund, which will help to bring about improvements that you want to see, in your neighbourhoods.

This plan will ensure that we are a resilient organisation,responding to customer needsand continuing to make a positive difference.

We’redoing more, we’regrowing, but our stay the same.

 

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