Tenants and leaseholders annual report 2021-22
Our annual report to council tenants and leaseholders tells you how we're performing, how we use the money we get from rents and service charges, where we're doing well and where we need to improve.
Introduction
We started a partnership in April 2020 which saw the Housing Repairs Services being moved from the us into a new joint venture called Uttlesford Norse Services Limited. At the same time the world was experiencing a global pandemic.
The data in this report reflects the second year of the new venture, a time where services continued to be impacted by the pandemic. The service faced a number of difficulties including staffing issues, remote working, difficulties in accessing homes as well as obstacles in sourcing materials. Despite the challenges, we have completed 9,068 repairs in 2021-22.
Responding to your feedback
Information from our annual report to all council tenants and leaseholders on our performance as your landlord.
Our performance over the year
• Compliments received: 69
• Complaints received: 71 (56 upheld)
Supporting our communities
- multi-agency trailer days
- consultation
- opportunities
- armchair reviews
- focus groups
- publications
- seat on the Norse Board and the Housing Board
We adhere to the National Tenant Engagement Standards.
Tenant and Leaseholder Panel
The Tenant and Leaseholder Panel consists of 12 tenants and 1 leaseholder. The panel shared ideas and experiences to help shape housing services for all tenants this year.
In 2021-22 they:
- held 6 zoom meetings
- carried out numerous email and telephone contacts
- plus a scrutiny project on reporting repairs
Upgrading your home
Repairs
• Total repairs: 7,129
• Emergency repairs: 1,939
• Percentage of emergency repairs carried out on time: 99.5%
Replacements
• New windows fitted: 80
• New doors fitted: 187
• New bathrooms fitted: 55
• New kitchens fitted: 104
• New boilers fitted: 116
• Rewires: 2
Average energy decency rating
We are pleased that our average energy rating is 67 (EPC D) which is above the national average of 60 (EPC D) meaning our council houses are more energy efficient than the average home.
Re-letting homes
The housing management team re-let 136 properties and 97% of properties were visited before they became empty (pre-void) which helps to reduce the time period the property stays empty. The average re-let time was 49 days (all re-let including time spent in works).
Homeless support
During the year, our Homelessness Team have supported 185 households who have presented as homeless. Despite the being ban on evictions, the loss of private accommodation was the primary reason for homelessness (55), followed by relationship breakdown with a partner, family or friends (41) and fleeing domestic abuse (25).
Affordability of housing is the greatest challenge in this area and as the cost of living escalates, coupled with many landlords selling their properties it is anticipated these numbers will continue to rise in the coming year.
New homes
The Development Team have pushed forward a number of exciting projects, including the building of eight two bedroom houses and eight one bedroom flats at The Moors, Little Dunmow as well as a purpose built three bedroom bungalow in Elsenham to meet the specific disability needs of a family.
The current development programme has projects that if all taken to fruition will deliver a further 116 new council owned homes.
Value for money
As your landlord, every penny we make through the Housing Revenue Account goes back into providing your housing services. We're committed to maintaining a strong financial position so that we can continue delivering value for money for our tenants.
Where our money comes from
Rent collected from current and former tenants £15,328,082.52
Your council housing service in numbers 2021/22
2,802 council homes
142 council leaseholders
16 properties sold under the Right to Buy scheme
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