Report 2012 - Wishaw and District Housing Association

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10 Maintenance News continued... Cyclical Maintenance Each year we also undertake a programme of cyclical maintenance to ensure our homes remain in safe, secure and good order. Gutter cleaning, gas servicing and the maintenance of common landscaped areas are carried out every year. We also undertake a cyclical programme of electrical testing and inspections (for each property every 7 years) and external painting works (for each property every 5 years). During 2011/12 we undertook the following cyclical works: • Completed external painterwork on 198 properties • Completed 136 electrical safety inspections • Serviced all gas appliances • Carried out gutter cleaning to all properties Properties that will benefit from external painterwork and electrical safety inspections in 2012/13 are shown in the table opposite. Void Repair Works 67 of our properties were vacated during 2011/12 and we undertook works in each house to ensure they met our lettable standard before they were offered to a new tenant. In addition, we spent over £10,000 upgrading and adapting one property to suit the needs of a larger family and this has contributed to the relatively high spend of £69,127 on empty houses this year. CYCLICAL MAINTENANCE 2012-2013 Description of Works Address* External Painterwork 293-363 Caledonian Road, 138 & 73-109 Cambusnethan Street, 5-17 Station Road, and 184-194 Caledonian Road, Wishaw Carbarns East, Carbarns West, Mid Carbarns, 134 Kirknethan, Netherton Barons Road, Clyde Terrace, Merryton Road, Muirhouse Drive, Brendan Way and Margaret Drive, Muirhouse 2-12 Ladysmith Street, 25-27 Shieldmuir Street, Craigneuk 39-65 Easter Road, Shotts 7 Trows Road and 16 Brooklyn Place, Overton Electrical Testing and Inspections 44-82 Millbank Road and 1-37 Hallinan Gardens, Wishaw Carbarns East, Carbarns West, Mid Carbarns and 134 Kirknethan, Netherton 9-54 Valley View, Muirhouse 4, 6 & 16 Shaw Crescent, Netherton *Where house numbers are not given all tenanted houses on the named streets will be included in the programme. Reactive Repairs – Contractors’ Performance Reactive repairs are undertaken in response to tenants telling us about day to day failures such as broken components, leaks etc, and during the past year we attended 184 emergency and 3065 non-emergency (urgent and routine) reactive repairs. We monitor our own and our contractors’ performance, both in terms of the speed with which they are undertaken and also tenants’ satisfaction with the service. We are extremely pleased to report the positive results of this monitoring, shown below: Category Target response time % completed on target Emergency Make safe within 2 hours 99.5% Urgent Attend within 2 working days 99.8% Routine Complete within 10 working days 96.6% Tenant satisfaction with: Helpfulness of maintenance staff 99.3% Tradesman’s punctuality 99.7% Time to complete repair 98.7% Tradesman’s courtesy 99.2% Quality of repair 98.4% Level of disturbance caused 98.8% We take note of all tenant feedback and use this to improve our service in the future.
The Cost of Maintenance Works Between April 2011 and March 2012 the Association spent a total of £853,523 on maintenance works. This figure is broken down in the table below: Total % of Spend Spend Spend per unit Reactive £339,973 40% £350 Cyclical £336,420 39% £978* Planned £108,003 13% £111 Void £69,127 8% £1032* Total £853,523 *Amount spent on each dwelling included in the programme. Medical Adaptations We are pleased to report that we received £45,039 last year in grant funding that allowed us to undertake a significant number of medical adaptations to our properties. The alterations we undertook were based on medical referrals that detailed adaptations that would enable tenants to live more comfortably in their homes following a change in their physical mobility. The 23 adaptations we undertook in 2011/12 are detailed below: 8 wet floor shower rooms 2 new driveways for disabled vehicles 4 internal handrails 4 external handrails 1 additional socket 1 adapted kitchen to suit tenant needs 1 additional external light fitting 1 replacement swing door 1 widening of pass door What Tenants Think of Us? Following a survey of all tenants, here are some of the main findings: • 93% of tenants were satisfied with WDHA as a landlord (5% were neither satisfied nor dissatisfied) • 94% were satisfied with the range and quality of our services (2% were neither satisfied nor dissatisfied) • 95% thought our office opening hours were convenient • 97% felt it was easy to get to talk to the right person • 97.5% thought they received good advice and assistance • 100% found our staff friendly and helpful • Only 3% felt that that the rent was not good value for money • 94% thought the general condition of their home was good (3% thought it was neither good nor bad) • 93% thought their area was a good place to live (4% thought it was neither good nor bad) • 87% were satisfied with our maintenance of common parts and footpaths • 97% were satisfied with the general condition of our buildings • 14% were dissatisfied with provision of children’s play facilities and felt we should provide more of these • 50% felt that stray or neighbours’ dogs caused a problem • 18% thought there was a problem with vandalism and graffiti, and 29.5% with litter and rubbish • 94.6% were satisfied with our repair service (2% thought it was neither good nor bad) • 97% thought our repairs appointment service was convenient • 96% thought we were good at keeping tenants informed (2.5% thought we were neither good nor bad) • Only 3% felt they were not given opportunities to contribute to decisions and services that affected them • Only 5% thought we did not take into account tenants’ views when developing services • 93% thought we would take the views expressed in the survey into account when planning services. When asked what was most important to them as a tenant people listed the top three things as: • Repair and maintenance of their home • The overall quality of their home • Being consulted on services and matters that affect their tenancy 11
Page 1 and 2: Wishaw & District Housing Associati
Page 3 and 4: Chairman’s steadfast commitment,
Page 5 and 6: Managing Tenancies Common Housing R
Page 7 and 8: Living With Neighbours The occasion
Page 9: Maintenance News Scottish Housing Q
Page 13 and 14: People and Communities We believe t
Page 15 and 16: Our Little Patch of Green - Easter
Page 17 and 18: Our capital expenditure this year o
Page 19 and 20: Staff Team Our staff team is now: C

Report 2012 - Wishaw and District Housing Association

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