• 96% of you found our customer services colleagues to be polite and friendly, knowledgeable and helpful. 
• Over 23,000 customers are now signed up to the MyAster portal which offers easy access and more ways
  to contact us, with improved self-serve functions.
• We saw a 40% increase in demand for our contact centre and operational teams which has at times squeezed our service.  However, the contact team has managed well, supported by our new contact management system launched in May 2023. 

• We received a total of 189,242 calls, 60,760 emails
  and 17,257 live chats during the year. 
• This year we answered 91% of your calls with an average call wait time of 1 minute 37 seconds, improved from 6 minutes 40 seconds in 22/23. 
• 66% of your calls were answered in 20 seconds
  in 23/24 compared to just 28% in 22/23.
• Neighbourhood-related issues reported to the contact centre had a marked improvement in being resolved at first point of contact (see below table).

• Over the year we carried out 12,000 additional repairs compared to the previous year. We’ve added to our skilled trades teams to keep up with the increased number of repairs and will continue to do so over the next year. 
• We received an average of 11,167 repairs requests each month.
• We successfully completed around 11,028 repairs each month and in January 2024 we hit a record by completing 14,887 repairs. We’re constantly evaluating our homes so we can maintain them efficiently and prioritise repairs effectively, minimising disruption for you. We’ll continue to improve how we help tackle issues in the home that truly matter to you. 
• We’re modernising our systems and processes
  to have access to more accurate data to review progress against your repairs from start to finish. With this more precise management system, we can plan more accurately and give you clearer reassurances and updates. 

We’re continuing to look at how our skilled trades people and supply chain can work better to deliver a reliable service every day. We’ve worked with and listened to you to find out how you believe we're responding. 

• 76% of these were completed by our in-house
  trades team  
• 110,651 routine repairs were completed
  of which 84% were on time 
• 16,058 emergency repairs (attended within 24 hours) completed, of which 15,285 (95%) were made safe
  and / or fixed first time
• 24,550 carpentry repairs 
• 22,531 gas repairs 
• 23,200 plumbing repairs 
• 20,998 electrical repairs 
• 1,679 minor works jobs completed 
• 4,294 groundwork jobs such as new fencing,
  paths and surfacing 
• 2,585 drainage works repaired / unblocked 
• 94% of our customers found booking an appointment, such as repairs, easy using our contact centre and MyAster 
• 81% of customers are satisfied overall with the quality of the home repairs we completed. 

• 132,340 total repairs completed; these are any works raised by customers considered as emergency or routine repairs

For more information including; tackling anti-social behaviour (ASB), click here.

We employ best practice in all areas of building safety, going beyond regulatory compliance requirements, evidenced in the thorough building safety work we do. 

All of our homes that require them benefit from thorough annual assessments. Maintaining high standards for building safety, improving our data and scheduling systems, and carrying out routine safety performance checks, keeps your homes safe and in good working order. 

• 100% of our homes that require fire risk assessments were completed during the year 
• Electrical safety testing was 99% completed and only minor access issues delayed full completion 

• 99.8% of gas servicing for all homes was completed, with the remainder in progress 
• 93% of lift inspections and services completed 
• 95% of water hygiene monitoring checks completed 
• 96% of water risk assessments completed 
• 100% of C&C and Enham Trust homes and nearly 100% of all Aster homes had Asbestos re-inspections completed.  

This year our financial wellbeing team assisted customers in accessing around £659,000 in benefits and helped over
2,500 customers facing financial challenges. That’s almost £100,000 more than the previous year to help our customers
to be better off financially. 

• 2,594 customers received help from our financial
  wellbeing service 
• 418 successful hardship fund applications 
• 61 successful grant applications 
• 232 cases for disability benefit claims 

• 237 cases customer money management cases  
• 179 food bank referrals 
• 699 general benefits advice offered for customers
  who called in.

For more information including; protecting our customers, our welfare reform team and customer accounts, click here.

Our tenancy sustainment service aims to improve the
dignity, life opportunities, and financial wellbeing of our customers with vulnerabilities who, without intervention,
may be at risk of homelessness.     

We work with specific customers to prevent their tenancy breaking down, and work with other teams, local agencies and support providers to ensure they receive the help they need to thrive.   

We identify a customer’s skills or knowledge gaps throughout the early ‘relationship building’ stages. This information is used to develop an action plan with specific goals, delivered in targeted time frames. Regular monitoring and reviews will provide updates to our colleagues and key partners, informing what support we need to continue to offer.  

For more information including; recent changes, improving our contact centre, developing MyAster and developing a positive complaints culture, click here.

For more information including; protecting our customers, our welfare reform team and customer accounts, click here.

We know the ever-increasing demand for our services
and the wider range of customers’ needs presents many challenges that we are rising to. 

We have modernised our processes and technology to
make it easier for you and our colleagues to improve your
customer experience.  

To deliver lasting benefits, we are transforming our customer services to simplify the way we can work with you. We routinely find ways to involve our customers in two-way conversations with us, so you have the power to inform how we shape and deliver our services.

We recognise the importance of engaging, listening and learning with you, to create a more modern, customer-centred service offering.  

We’ve increased the ways you can contact us, and improved
on how we deliver your repairs, our complaints process, and how we manage and maintain your local area around your home. Technology is important, accelerating the improvements we can make and setting us apart from others in the way that we work.