Our Annual Report 2023/24: Making The Onward Difference
Our Corporate Plan sets out how we will enable people to be their best, in homes they love, and places they are proud of. This year’s Customer Annual Report gives examples of how we are delivering our plan and improving your homes and neighbourhoods. In the next few pages, we’ll also share how we are listening to your feedback to make changes to our services so that we can deliver better customer experiences in the future.
This year we have invested a total of £77.2 million in improvements and repairs to our existing homes and £31.6 million on new windows, doors, kitchens and bathrooms and more. Work has started on energy efficiency improvements to 128 of our homes, making these warmer, more comfortable and easier for customers to run. We’re also helping more people to find a place to call home. This year we have built 329 new homes across our neighbourhoods and started on site with a further 470, delivering a mix of homes to cater to the different housing needs of our communities.
Listening to our customers means that we can improve how we deliver our services in the future. In response to your feedback we have expanded our inhouse repairs service into Greater Manchester and brought grounds maintenance inhouse, which means we can improve performance and communication with our customers. We’ve also invested in new technology to make us easier to contact and have continued to work with local partners to support our communities.
In this report, we also share information around our performance so you can see how we are doing compared to twelve months ago. This year we have faced continued pressures and the changes we have already made to key services will give us more resources and capacity. However, we know that there are areas where we can do better and have plans in place to deliver significant improvements.
We understand that the cost of living continues to be a challenge for many of our customers. Over the last twelve months, our Customer Accounts & Money Advice Team has supported 3,095 customers. We are here to help. If you need to speak to us about your home, our services, or are worried about your finances, please get in touch.