Tenants Standards
Report 2021-22
Each year we publish our standards report along with our financial statements so that you can see how we’ve performed.
Business
We’re here to provide homes and great services for our residents and that’s reflected in the accreditations we’ve been awarded that benchmark us against our peers.
Our Contact Centre saw another busy year as services resumed, this was reflected by the increase in phone calls but a decrease in email traffic. Digital continues to prove popular as residents sign up to our newly introduced resident portal, My HomeHub.
We own and manage a wide range of homes
6,355
Social rent
717
Affordable rent
593
Independent living
253
Shared Ownership
652
Leasehold homes
43
Shops
1914
Garages
Number of enquiries dealt with by the Contact Centre
75,651
By phone
12,099
By email
90,728
Total enquiries
Total incoming enquiries stayed roughly the same compared to the year before. Calls increased by 7% to 75,651 with emails decreasing by 36% to 12,099. Digital traffic has increased since the introduction of the new portal in August 2021 with 13% of enquiries coming through this channel. Call volumes increased compared to the year before, as we moved back to full service delivery, however they were lower compared to pre-pandemic levels.
268
Complaints
421
Compliments
91%
Of you said you were satisfied with the company’s overall service
Awards achieved
Awarded
Customer Service Excellence Standard – Nov 2021
We passed our 4th year assessment with full compliance. Ten areas of good practice were identified as part of our response to the pandemic; including our support provided to residents which was highlighted for Compliance Plus status. (This demonstrates where we’ve exceeded the requirements of the standard and are viewed as exceptional.)
Awards and accreditations are exciting to receive but the most important reason we do this is for our residents!
Five recommended areas of improvement were highlighted focusing on complaints, portal interactions and empty property turn around to name three. This will help us prepare for the year 5 assessment. If you’d like to know more about how we’re improving why not join our Residents Forum? Email us at hello@fairhive.co.uk.