ñNTR

Inspired and guided by our values

Our Values

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My Voice

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My Home

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My Community

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Our performance

Inspired and guided by our values

Our performance

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How my rent is spent

Pound Count
How each pound of my rent is spent
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Key

  • Investment in new homes: 9p (2021-22 6p)
  • Staff costs and overheads: 24p (2021-22 29p)
  • Interest on our loans: 18p (2021-22 18p)
  • Repairs and maintenance: 19p (2021-22 19p)
  • Building safety and compliance: 12p (2021-22 11p)
  • Improvements to your home: 9p (2021-22 10p)
  • Services to your home and
    communal areas: 9p (2021-22 7p)
Money spent improving homes
£13,948,304
Money spent on repairs and maintenance
£29,031,332

Value For Money (VFM)

Money spent with local suppliers
£30
Suppliers in Shropshire & Staffordshire
218

Customer satisfaction

Our overall customer satisfaction has improved

Overall customer satisfaction 2022-23
75%

compared to

Overall customer satisfaction 2021-22
67%

This year, more of you told us that you were happy with the homes and services you receive from us. We were particularly pleased to see that so many of you say that your neighbourhood is a great place to live and that you feel safe in your home. Where you told us that there were areas for improvement, we are working hard to do better.

 

Compliments received
401

Complaints received
1,259

Pound Count
Complaints responded to within 10 days*
0%

 

*Actual figure 90.55%

 

Key

  • Upheld: 51%
  • Partially upheld: 26%
  • Not upheld: 20%
  • Withdrawn: 2%
  • Refused: 0.5%
  • Cancelled: 0.5%

Pound Count
Outcome of complaints
0%

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0%

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0%

Pound Count
0%

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0%

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0%

 

Complaints resolved at stage 1
84%

Our average complaints response time has improved

Overall complaints response time 2022-23
9 days

compared to

Overall complaints response time 2021-22
12 days

We know that sometimes things go wrong and when this happens, we want to hear from you. This year, we introduced a new complaints policy to meet the requirements of the ñNTR Ombudsman’s Complaints Handling Code and responded to more complaints within our target of ten working days.

Nature of complaints

Failure to complete repair (129)
10%
Failure to resolve damp and mould (113)
9%
Delay in resolving the issue (100)
8%
Poor workmanship (56)
4.5%
Customer not kept up to date (55)
4.5%
All other complaints (806)
64%

My tenancy

We kept rent arrears under 3%

Rent arrears 2022-23
1.9%

compared to

Rent arrears 2021-22
1.75%

Keeping arrears down means that we can help tenants avoid rent debt, as well as maintaining our income to pay for home improvements and repairs. By providing employment and money advice and encouraging customers to talk to us about money worries, we kept rent arrears below our target of 3%, despite a cost of living crisis.

Homes let
1,179
General needs homes let
900

 

Retirement living homes let
279
Starter tenancies and follow-up calls
345
Tenancy agreement changes
151
Communal area fire safety inspections
2,930

Customer services

We resolved more calls at first contact

Calls resolved at first contact 2022-23
80%

compared to

Calls resolved at first contact 2021-22
72%

We set out to meet the needs of our customers the first time you call. This year, we achieved that more often. By offering more ways to find information and advice on our website and social media, we could do more to help customers who needed to call us.

Calls answered
140,299
Views of our website pages
634,368
Customer emails answered
18,844
Calls answered within 30 seconds
61%
Facebook messages responded to within 4 hour SLA
73%
Customer satisfaction
93%

New homes

We completed less new homes than in 2021-22

New homes completed for rent 2022-23
113

compared to

New homes completed for rent 2021-22
299

New homes expected to complete in 2023-24
228

We saw a significant fall in the number of new homes completed in 2022-23. Following the coronavirus pandemic, developer partners delayed their affordable homes programmes as a sharp upturn in the construction sector, following lockdown, brought increased prices and exceptional demand for building materials.

Customers satisfied with their new home
92.60%
New homes for shared ownership
47
New homes in Stafford
53
New homes in Telford & Wrekin
38
New homes in Shropshire
39
New homes in South Staffordshire
30

My home

Repairs completed
42,937
Pound Count
Customers happy with repair service
0%
Tonnes of landfill waste prevented
1,994
Repairs completed within target
90.55%
Home improvement waste recycled
92%

Improving homes

New kitchens
401
New bathrooms
518
New wetrooms
105
New external doors
323
New heating
943
Property rewires
390
Homes benefitted from minor adaptations
417
Homes with disabled adaptations
188
Homes benefitting from energy related works (SHDF, ECO and Warm Homes Funding)
150
Money secured from the Social ñNTR Decarb Fund for £7.5m programme
£3.5

Keeping you safe

Safety inspections completed
55,195
Compliance with statutory checks
99.98%
Gas heating services completed
17,840
Gas reactive jobs completed
11,519
Fire door inspections completed
20,954
Electrical inspections completed
2,245
Asbestos surveys completed
2,219
CO alarms fitted
16,492

Retirement living

Retirement living communities
57
Retirement living customers
2,261

Customers who took part in wellbeing activities
47,580

Wellbeing activities offered
6,435

Pound Count
Retirement living customer satisfaction
0%

My support

Money savings for customers due to support
£2,837,092
Customers helped by our employment and money advisors
2,181
Debt counselling saved our customers
£66,593
Customers supported with specialist debt advice
19
Customers helped into employment
45
Utility bill advice saved our customers
£12,776
Customers supported by community hubs
484
Customers supported by Building Better Opportunities
51

My community

Employees living in our communities
86.78%
Customers employed
52
New apprentices from our communities
4
Suppliers based locally
34%
Percentage of total spend with local suppliers
57%

Involving and empowering our customers

Involved customers recruited
8
Total involved customers sharing their views
388
Customer surveys carried out
6,193
Actions from their recommendations
17
Hours volunteered by Scrutiny Group
512

Anti-Social Behaviour (ASB)

New ASB cases resolved
312
Cases resulting in legal action
28
Injunctions
10
Estate issues e.g. fly tipping etc. resolved
240

The ñNTR My Community Fund

Total funding awarded
£30,866

We supported more community organisations

Community organisations who received funding 2022-23
31

compared to

Community organisations who received funding 2021-22
23

The ñNTR My Community Fund responded to requests for grants from organisations throughout Staffordshire and Shropshire. This year we increased the number of grants made to groups making a positive difference in difficult times.

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