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How did we perform? Our key performance figures for 2019-2020

Tue 21 July 2020

 

Colne Housing has now merged with Greenfields Community Housing to form the 12,000 home housing association, Eastlight Community Homes. Visit the Eastlight Community Homes website to find out more about our journey and vision for the future.  

Before the merge, Colne reported back to residents on their 2019-2020 key performance figures.

This year Colne were able to help residents claim a record breaking £596,000 in welfare benefits. Welfare Advice Officer, Chris James, supports those who are entitled to receive benefits but need help to apply. Chris and the Eastlight Income Management Advisors are continuing to support customers with their finances virtually during the pandemic.

Colne welcomed resident feedback to help shape new ways of doing things. The volume of complaints received remained small (2%) compared to the number of customers and range of services provided.

There were 63 complaints about repairs and maintenance out of 7,284 repairs reported. Colne’s repairs contractors responded with an improvement plan as a result of resident feedback. Colne achieved an 89% satisfaction rate for responsive repairs.

In response to the Covid-19 outbreak, Colne supported more vulnerable and older residents with welfare calls as well as operating a coronavirus hotline. 100 calls were made to the hotline during the first month, with all of the non-urgent concerns addressed effectively.

Colne modernised and widened their resident engagement with video dialogues, online surveys, Zoom workshops and social media polls.

Residents worked with Colne and Greenfields to scrutinise the merger, shape the name and logo and support the National Housing Federation’s Together with Tenants which ensures residents can hold us to account. This initiative is due to be rolled out later this year.

We believe our new Community Gateway Association will enable us to continue to do more, perform better and unlock potential for residents and communities in the East.


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How did we perform? Our key performance figures for 2019-2020

Tenancy Sustainment Officer Mell carrying out welfare calls.