Our Annual Report will tell you about our performance from April 2021 to March 2022 in areas including repairs, complaints and anti-social behaviour. It tells you how we have spent the money we receive, the changes we have made to our services as a result of your feedback and the support we have provided to our residents.
Download the full 2021/22 Annual Report here
Covid-19 continued to have an impact on our repairs service in 2021/22. The number of repair requests we received each month increased by over 30%. There was an impact on resources and material supplies and this meant that residents were waiting over 40 days for a first appointment. As a result of this, we paused all new non-urgent repairs for four weeks from 5 July 2021. Emergency repairs continued to be carried out within four hours of being reported.
* Figure from 2020/21 as it was part of the STAR survey, which is carried out every two-years
Download the full 2021/22 Annual Report here
Regenda Homes 21* | Redwing 19
*19 were new build and 2 were conversions
We want to provide excellent services to our residents first time every time, but we know we don’t always get it right. Your feedback is so important in helping us to improve our services.
* Figure from 2020/21 as it was part of the STAR survey carried out every two-years
* Figure from 2020/21 as it was part of the STAR survey carried out every two-years
Complaints by category
26.91% – failure to deal with repair
16.55% – not meeting customer expectations
9.91% – lack of communication
4.81% – failure to meet agreed service standard
3.60% – damage to customers goods
Following self-assessment against the Housing Ombudsman Complaints Handling Code we consider ourself to be compliant
Download the full 2021/22 Annual Report here
We use your feedback to improve our services and to ensure that we’re delivering the services that you want to see.
We want you to feel happy, safe and secure in your home and in neighbourhood you live in. Our Housing and Neighbourhoods Teams carry out regular estate inspections, deal with any instances of anti social behaviour and support with any tenancy related issues or queries.
* Figures from 2020/21 as they where part of the STAR survey carried out every two-years
Download the full 2021/22 Annual Report here
During 2021/22, we continued to support residents with their finances, securing additional benefits and grants, clearing debts, providing budgeting advice and helping residents to maximise their income. If you are ever concerned about money, please call 0344 736 0066.
2020/21 figure: £2,100,000
These figures detail how we spend each £1 in rent that we collect.
* equipment replacement charge. This is charges for the replacement of any ‘capital’ items or the installation of new capital items which are not paid for in the rent. Capital items could include boiler replacements or the replacement of communal furniture. This cost is spread over a number of years.
**service charges, such as grounds maintenance, caretaking and communal lighting and heating.
***other social housing activity such as supporting people contracts and development services (delete management as we say we spend 21p on that)
****other non-social housing activity, such as lettings homes for private rent or managing shared ownership schemes.
Download the full 2021/22 Value for Money Statement here
We’re The Regenda Group. We work in places where we can make a difference. We operate across the housing and construction sector, in care and support, and in education training and careers.
©2021 – The Regenda Group
