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Customer report 2013/14
Dorset
Sarah DurransDorset regional director
Welcome to the Dorset customer annual report 2013/14 where you can read all about our achievements, results and performance.
We place customers at the heart of everything. This report demonstrates the real impact customers have on our neighbourhoods and the services received via Customer Boards, Customer Scrutiny Panel and Neighbourhood Panels (to name just three ways we involve customers).
In Dorset we have 9,128 homes, including 6,624 rented, 479 leasehold, 226 shared ownership and 1,799 homes for older people. If you’d like to know more, you’ll find more information and reports on our website.
If you’d like a hard copy of this report or you require a different format, please let us know. And don’t hesitate to contact us if you’ve got any questions.
Highlights across all regions
Zone 1Vision Youth Centre mobile outreach project, Let’s Get Sociable, Wareham Food Bank, Purbeck Good Neighbours.
Zone 6
Zone 2 Zone 7
Zone 3 Zone 8
Zone 4
Zone 28
Zone 2
Zone 4
Zone 3
Zone 5
Zone 6
Zone 7
Zone 8Zone 9
Zone 10
Zone 11
Zone 12
Zone 13
Zone 14
Zone 15
Zone 16
Zone 21
Zone 22
Zone 23
Zone 24
Zone 25Zone 26
Zone 27
Zone 17
Zone 18
Zone 19
Zone 20
Zone 1
Bridport
West Bay
Weymouth
Abbotsbury
Chickerell
Dorchester
Portland
Blandford Forum
Poole
Wimborne
Alderholt
Sturminster Marshall
Bournemouth
Swanage
Wareham
Bere Regis
Christchurch
Romsey
Andover
Ringwood
Ferndown
Verwood
CranborneSouthampton
Landford
Fareham
Lymington
SalisburyWinterslow
Winchester
Littleton
Compton
Over Wallop
Abbotts Ann
BartonStaceyAmesbury
Stalbridge
Shaftesbury
Zone Map
� Zone 6
� Zone 7
� Zone 8
� Zone 9
� Zone 10
Map KeySynergy Zones Aster Zones� Zone 1
� Zone 11 � Zone 17 � Zone 21� Zone 28
� Zone 12 � Zone 18 � Zone 22
� Zone 13 � Zone 19 � Zone 23
� Zone 14 � Zone 20 � Zone 24
� Zone 15 � Zone 25
� Zone 16 � Zone 26
� Zone 27
� Zone 2
� Zone 3
� Zone 4
� Zone 5
Hampshire Somerset Wiltshire Devon & Cornwall
Plymouth
Exeter
Tavistock
Liskeard
Newton Abbot
St Austell
WellsFrome
Glastonbury
BrutonStreet
Somerton
Bridgwater
Chard
Yeovil
Crewkern
Martock
Shepton Mallet
Bristol
Midsomer Norton
Clevedon
Cheddar
Portishead
Bath
Chippenham
Devizes
Trowbridge
Marlborough
Swindon
TidworthWestbury
HungerfordNewbury
Basingstoke
Corfe Mullen
Age UK Dorchester, Community Café, Churches Together in Portland Food Bank Muntsy’s Community Care Activities.
Young Enterprise Company Programme, Willmore Trust, Corfe Mullen Children’s Centre, Redhill Rangers Youth Football Club.
Weymouth Volunteers untidy gardens project, Safewise, Twice As Nice Voucher Scheme, Air 107.2 community radio station equipment.
Sturminster Marhsall First School, Heatherlands Soft Play Club, Ferndown South Neighbourhood Watch, Heatherlands Hopscotch Preschool Garden Project.
Cowden Farm garden, Action for Children Dorset Night stop, Twice as Nice Voucher Scheme, Littlemoor Community Action community centre renovation.
Working with You summer activities, Safewise, Action for Children Dorset Night, Chapelhay Community Play Garden activities.
Zone 5Vision Youth Club outreach vehicle, Friends of Corfe Castle Library refit, Life Education Wessex, Purbeck Duke of Edinburgh Centre outdoor activities.
Zone 9Redcotts Youth Fest, POPP Help and Care Information Day, Blandford Foodbank, Leigh Park Job Club.
Zone 10Busy Bees Pre-school, REACT at Oakhurst first School, Quiet and Learning Garden at Three Legged Cross First School, Coach in the Community.
27 neighbourhood panels made up of customers and community members discuss what’s happening in their ‘zone’. They’ve got £16,000 to spend on projects that benefit their community and in this year spent 98% of the money available. Here’s some examples:
Did you know?We’ve spent £6.5m on
home improvements in Dorset, including fitting 154 kitchens, 115 bathrooms, 138 boilers/
heating installations windows in 86
homes.
All customers now benefit from the neighbourhood approach, making sure we understand what’s important in each ‘zone’ and can focus our resources there.
A new Customer Scrutiny Panel takes an independent look at our services and performance. It’s looked at how customers can swap their home (mutual exchange) and we’ve already acted on its recommendations.
We’ve introduced a new, quicker way for customers to raise any complaints. A customer-led Designated Complaints Panel now helps deal with complaints which are difficult to resolve.
Our partnership with Tamar Housing Society means that Devon & Cornwall customers and Tamar residents now receive a joint service from local offices in Plymouth.
242 homes have been provided through the Wiltshire Private Finance Initiative. Customers moved into the last ones in February 2014, over 3 months ahead of schedule.
We’ve entered into a new grounds maintenance service which gives a higher standard of service at a cheaper cost for most customers.
Welfare benefits changes are starting to have a big impact. We’ve contacted all customers who are affected by the under occupation penalty (or ‘bedroom tax’) and offered support and advice. But we’ve also taken action to ensure that rent and other charges are paid.
Synergy Housing, Link House,West Street, Poole, Dorset BH15 1LD.
Formal complaints 212
Anti-social behaviour cases recieved
125
Customer arrears 2.17%
Repairs satisfaction 96%
Average call waiting time
19 secs
General needs average re-let time
19.04 (days)
Housing for older people average re-let time
41.13
Income lost through empty homes
0.75%
Customer satisfaction with landlord
84%
Key performance info Value for money
Customer Board
There are five Customer Boards, one for each region. A new Customer Board for Dorset was introduced in April 2013.
They’re linked to our Board and have a real say in how services are provided to customers. For the first time, customers have been responsible for setting our targets (from April 2014).
They now approve our policies and contribute to the development of strategies, ranging from how we deal with anti-social behaviour to customer involvement and community development. Alongside the Customer Scrutiny Panel, they’ve met with our Boards and directors to debate key issues like value for money.
Customer Boards in Devon and Cornwall, Hampshire, Somerset and Wiltshire have awarded grants benefitting customers totalling £500,000 in 2013/14. And from April 2014 the ‘Customer Board Improvement Grant’ was extended to Dorset.
Aster’s a social business and to help us serve local communities we always focus on providing value for money. Since the merger between Aster Group and Synergy Housing in 2012, £3.4m has been saved – mostly from efficiencies in property repairs and maintenance.
But there’s lots more we do to ensure value for money. For example, our debt and benefit advisors helped customers to get benefits and grants of over £1.5m. We supported over 1,200 victims and witnesses of anti-social behaviour. We also sold 13 properties and the income of £1.13m was used to provide new affordable housing.To find out more about value for money, visit www.aster.co.uk.
Dorset
Tel: 01202 308600Tel: 0333 400 8222
Customer report 2013/14
Hampshire
Jean DalzielHampshire regional director
Welcome to the Hampshire customer annual report 2013/14 where you can read all about our achievements, results and performance.
We place customers at the heart of everything. This report demonstrates the real impact customers have on our neighbourhoods and the services received via Customer Boards, Customer Scrutiny Panel and Neighbourhood Panels (to name just three ways we involve customers).
In Hampshire we have 6,090 homes, including 5,205 rented, 450 leasehold, 220 shared ownership and 215 homes for older people. If you’d like to know more, you’ll find more information and reports on our website.
If you’d like a hard copy of this report or you require a different format, please let us know. And don’t hesitate to contact us if you’ve got any questions.
Highlights across all regions
Zone 11Andover Rewired training course, First Gear, Street Crew, Mark Way School.
Zone 14
Zone 12 Zone 15
Zone 13 Zone 16
Zone 28
Zone 2
Zone 4
Zone 3
Zone 5
Zone 6
Zone 7
Zone 8Zone 9
Zone 10
Zone 11
Zone 12
Zone 13
Zone 14
Zone 15
Zone 16
Zone 21
Zone 22
Zone 23
Zone 24
Zone 25Zone 26
Zone 27
Zone 17
Zone 18
Zone 19
Zone 20
Zone 1
Bridport
West Bay
Weymouth
Abbotsbury
Chickerell
Dorchester
Portland
Blandford Forum
Poole
Wimborne
Alderholt
Sturminster Marshall
Bournemouth
Swanage
Wareham
Bere Regis
Christchurch
Romsey
Andover
Ringwood
Ferndown
Verwood
CranborneSouthampton
Landford
Fareham
Lymington
SalisburyWinterslow
Winchester
Littleton
Compton
Over Wallop
Abbotts Ann
BartonStaceyAmesbury
Stalbridge
Shaftesbury
Zone Map
� Zone 6
� Zone 7
� Zone 8
� Zone 9
� Zone 10
Map KeySynergy Zones Aster Zones� Zone 1
� Zone 11 � Zone 17 � Zone 21� Zone 28
� Zone 12 � Zone 18 � Zone 22
� Zone 13 � Zone 19 � Zone 23
� Zone 14 � Zone 20 � Zone 24
� Zone 15 � Zone 25
� Zone 16 � Zone 26
� Zone 27
� Zone 2
� Zone 3
� Zone 4
� Zone 5
Hampshire Somerset Wiltshire Devon & Cornwall
Plymouth
Exeter
Tavistock
Liskeard
Newton Abbot
St Austell
WellsFrome
Glastonbury
BrutonStreet
Somerton
Bridgwater
Chard
Yeovil
Crewkern
Martock
Shepton Mallet
Bristol
Midsomer Norton
Clevedon
Cheddar
Portishead
Bath
Chippenham
Devizes
Trowbridge
Marlborough
Swindon
TidworthWestbury
HungerfordNewbury
Basingstoke
Corfe Mullen
Willow House, All Saints Church, Junior PCSO training course, North Baddesley Library.
Junior PCSO’s training course, First Gear, Andover Community Café, Community Walled Garden.
Oasis Rock, Solid Bus Project, Woodley Summer Activities, Young Mums Matter.
Junior PCSO training, It’s a cracker, Get a flexi life, Creating a Drama – Membership to Shakespeare School Institute.
Wool Grove Community Garden, King Somborne MUGA, Consultation event at Acre Court and Wool Grove, Get a Flexi Life.
27 neighbourhood panels made up of customers and community members discuss what’s happening in their ‘zone’. They’ve got £16,000 to spend on projects that benefit their community and in their first year spent 59.30% of the money available. Here’s some examples:
Did you know?We’ve spent £5.14m on home improvements in Hampshire, including fitting 130 kitchens, 285 bathrooms, 361 boilers/
heating installations windows in 130
homes.
All customers now benefit from the neighbourhood approach, making sure we understand what’s important in each ‘zone’ and can focus our resources there.
A new Customer Scrutiny Panel takes an independent look at our services and performance. It’s looked at how customers can swap their home (mutual exchange) and we’ve already acted on its recommendations.
We’ve introduced a new, quicker way for customers to raise any complaints. A customer-led Designated Complaints Panel now helps deal with complaints which are difficult to resolve.
Our partnership with Tamar Housing Society means that Devon & Cornwall customers and Tamar residents now receive a joint service from local offices in Plymouth.
242 homes have been provided through the Wiltshire Private Finance Initiative. Customers moved into the last ones in February 2014, over 3 months ahead of schedule.
We’ve entered into a new grounds maintenance service which gives a higher standard of service at a cheaper cost for most customers.
Welfare benefits changes are starting to have a big impact. We’ve contacted all customers who are affected by the under occupation penalty (or ‘bedroom tax’) and offered support and advice. But we’ve also taken action to ensure that rent and other charges are paid.
Customer Board
There are five Customer Boards, one for each region. A new Customer Board for Dorset was introduced in April 2013.
They’re linked to our Board and have a real say in how services are provided to customers. For the first time, customers have been responsible for setting our targets (from April 2014).
They now approve our policies and contribute to the development of strategies, ranging from how we deal with anti-social behaviour to customer involvement and community development. Alongside the Customer Scrutiny Panel, they’ve met with our Boards and directors to debate key issues like value for money.
Customer Boards in Devon and Cornwall, Hampshire, Somerset and Wiltshire have awarded grants benefitting customers totalling £500,000 in 2013/14. And from April 2014 the ‘Customer Board Improvement Grant’ was extended to Dorset. Hampshire’s Customer Board has funded a variety of projects in 2013/14, including the installation of a new heating system at Eastfield Lodge, revamping a communal garden at Icknield House, and a safe play area and fencing at Ashdown Court, all in Andover, plus solar panels at 15 properties in Hampshire.
Value for money
Aster Communities, Testway House,Greenwich Way, Andover, Hampshire SP10 4BF.
Formal complaints 121
Anti-social behaviour cases recieved
36
Customer arrears 1.41%
Repairs satisfaction 97%
Contact centre average call waiting time
0.33 secs
General needs average re-let time
17.35 (days)
Housing for older people average re-let time
32.14
Income lost through empty homes
0.55%
Customer satisfaction with landlord
88%
Key performance info
Aster’s a social business and to help us serve local communities we always focus on providing value for money. Since the merger between Aster Group and Synergy Housing in 2012, £3.4m has been saved – mostly from efficiencies in property repairs and maintenance.
But there’s lots more we do to ensure value for money. For example, our debt and benefit advisors helped customers to get benefits and grants of over £1.5m. We supported over 1,200 victims and witnesses of anti-social behaviour. We also sold 13 properties and the income of £1.13m was used to provide new affordable housing.To find out more about value for money, visit www.aster.co.uk.
Hampshire
Tel: 01202 308600Tel: 0333 400 8222
Customer report 2013/14
Margaret WrightSomerset regional director
Welcome to the Somerset customer annual report 2013/14 where you can read all about our achievements, results and performance.
We place customers at the heart of everything. This report demonstrates the real impact customers have on our neighbourhoods and the services received via Customer Boards, Customer Scrutiny Panel and Neighbourhood Panels (to name just three ways we involve customers).
In Somerset we have 4,522 homes, including 3,460 rented, 222 leasehold, 251 shared ownership and 589 homes for older people. If you’d like to know more, you’ll find more information and reports on our website.
If you’d like a hard copy of this report or you require a different format, please let us know. And don’t hesitate to contact us if you’ve got any questions.
Somerset
Zone 28
Zone 2
Zone 4
Zone 3
Zone 5
Zone 6
Zone 7
Zone 8Zone 9
Zone 10
Zone 11
Zone 12
Zone 13
Zone 14
Zone 15
Zone 16
Zone 21
Zone 22
Zone 23
Zone 24
Zone 25Zone 26
Zone 27
Zone 17
Zone 18
Zone 19
Zone 20
Zone 1
Bridport
West Bay
Weymouth
Abbotsbury
Chickerell
Dorchester
Portland
Blandford Forum
Poole
Wimborne
Alderholt
Sturminster Marshall
Bournemouth
Swanage
Wareham
Bere Regis
Christchurch
Romsey
Andover
Ringwood
Ferndown
Verwood
CranborneSouthampton
Landford
Fareham
Lymington
SalisburyWinterslow
Winchester
Littleton
Compton
Over Wallop
Abbotts Ann
BartonStaceyAmesbury
Stalbridge
Shaftesbury
Zone Map
� Zone 6
� Zone 7
� Zone 8
� Zone 9
� Zone 10
Map KeySynergy Zones Aster Zones� Zone 1
� Zone 11 � Zone 17 � Zone 21� Zone 28
� Zone 12 � Zone 18 � Zone 22
� Zone 13 � Zone 19 � Zone 23
� Zone 14 � Zone 20 � Zone 24
� Zone 15 � Zone 25
� Zone 16 � Zone 26
� Zone 27
� Zone 2
� Zone 3
� Zone 4
� Zone 5
Hampshire Somerset Wiltshire Devon & Cornwall
Plymouth
Exeter
Tavistock
Liskeard
Newton Abbot
St Austell
WellsFrome
Glastonbury
BrutonStreet
Somerton
Bridgwater
Chard
Yeovil
Crewkern
Martock
Shepton Mallet
Bristol
Midsomer Norton
Clevedon
Cheddar
Portishead
Bath
Chippenham
Devizes
Trowbridge
Marlborough
Swindon
TidworthWestbury
HungerfordNewbury
Basingstoke
Corfe Mullen
Did you know?We’ve spent £4.24m on home
improvements in Somerset, including fitting 252 new
kitchens, 123 new bathrooms, 343 new boilers/heating
installations and windows in 33 homes.
Highlights across all regions
Zone 17Local Community Event, Wells Food Bank, Stoke Memorial Hall, Chilcompton mother and toddler group.
Zone 19
Zone 18 Zone 20
Nunney Tyre Park, Frome Missing Link, Improve with Food, healthy eating workshops.
Glastonbury FM Radio, Police Cadets, Somerset Motor Project, Forest Schools.
Youth Club, Frome Children’s festival, Interactive Community Walks, Merlin Theatre School.
27 neighbourhood panels made up of customers and community members discuss what’s happening in their ‘zone’. They’ve got £16,000 to spend on projects that benefit their community and in their first year spent 99.82% of the money available. Here’s some examples:
All customers now benefit from the neighbourhood approach, making sure we understand what’s important in each ‘zone’ and can focus our resources there.
A new Customer Scrutiny Panel takes an independent look at our services and performance. It’s looked at how customers can swap their home (mutual exchange) and we’ve already acted on its recommendations.
We’ve introduced a new, quicker way for customers to raise any complaints. A customer-led Designated Complaints Panel now helps deal with complaints which are difficult to resolve.
Our partnership with Tamar Housing Society means that Devon & Cornwall customers and Tamar residents now receive a joint service from local offices in Plymouth.
242 homes have been provided through the Wiltshire Private Finance Initiative. Customers moved into the last ones in February 2014, over 3 months ahead of schedule.
We’ve entered into a new grounds maintenance service which gives a higher standard of service at a cheaper cost for most customers.
Welfare benefits changes are starting to have a big impact. We’ve contacted all customers who are affected by the under occupation penalty (or ‘bedroom tax’) and offered support and advice. But we’ve also taken action to ensure that rent and other charges are paid.
Customer Board
There are five Customer Boards, one for each region. A new Customer Board for Dorset was introduced in April 2013.
They’re linked to our Board and have a real say in how services are provided to customers. For the first time, customers have been responsible for setting our targets (from April 2014).
They now approve our policies and contribute to the development of strategies, ranging from how we deal with anti-social behaviour to customer involvement and community development. Alongside the Customer Scrutiny Panel, they’ve met with our Boards and directors to debate key issues like value for money.
Customer Boards in Devon and Cornwall, Hampshire, Somerset and Wiltshire have awarded grants benefitting customers totalling £500,000 in 2013/14. And from April 2014 the ‘Customer Board Improvement Grant’ was extended to Dorset. Somerset’s Customer Board has funded a variety of projects in 2013/14, including a Twice as Nice white goods recycling project and heating installed in the shop, refurbishment of Frome Residents’ Centre and solar panels at 15 Somerset properties.
Value for money
Aster Communities, Flourish House2 Cathedral Avenue, Wells, Somerset BA5 1FD.
Formal complaints 57
Anti-social behaviour cases recieved
16
Customer arrears 1.27%
Repairs satisfaction 96%
Contact centre average call waiting time
0.33 secs
General needs average re-let time
12.36(days)
Housing for older people average re-let time
16.71
Income lost through empty homes
0.48%
Customer satisfaction with landlord
86%
Key performance info
Aster’s a social business and to help us serve local communities we always focus on providing value for money. Since the merger between Aster Group and Synergy Housing in 2012, £3.4m has been saved – mostly from efficiencies in property repairs and maintenance.
But there’s lots more we do to ensure value for money. For example, our debt and benefit advisors helped customers to get benefits and grants of over £1.5m. We supported over 1,200 victims and witnesses of anti-social behaviour. We also sold 13 properties and the income of £1.13m was used to provide new affordable housing.To find out more about value for money, visit www.aster.co.uk.
Somerset
Tel: 01202 308600Tel: 0333 400 8222
Customer report 2013/14
Zone 27
Zone 28
Zone 2
Zone 4
Zone 3
Zone 5
Zone 6
Zone 7
Zone 8Zone 9
Zone 10
Zone 11
Zone 12
Zone 13
Zone 14
Zone 15
Zone 16
Zone 21
Zone 22
Zone 23
Zone 24
Zone 25Zone 26
Zone 27
Zone 17
Zone 18
Zone 19
Zone 20
Zone 1
Bridport
West Bay
Weymouth
Abbotsbury
Chickerell
Dorchester
Portland
Blandford Forum
Poole
Wimborne
Alderholt
Sturminster Marshall
Bournemouth
Swanage
Wareham
Bere Regis
Christchurch
Romsey
Andover
Ringwood
Ferndown
Verwood
CranborneSouthampton
Landford
Fareham
Lymington
SalisburyWinterslow
Winchester
Littleton
Compton
Over Wallop
Abbotts Ann
BartonStaceyAmesbury
Stalbridge
Shaftesbury
Zone Map
� Zone 6
� Zone 7
� Zone 8
� Zone 9
� Zone 10
Map KeySynergy Zones Aster Zones� Zone 1
� Zone 11 � Zone 17 � Zone 21� Zone 28
� Zone 12 � Zone 18 � Zone 22
� Zone 13 � Zone 19 � Zone 23
� Zone 14 � Zone 20 � Zone 24
� Zone 15 � Zone 25
� Zone 16 � Zone 26
� Zone 27
� Zone 2
� Zone 3
� Zone 4
� Zone 5
Hampshire Somerset Wiltshire Devon & Cornwall
Plymouth
Exeter
Tavistock
Liskeard
Newton Abbot
St Austell
WellsFrome
Glastonbury
BrutonStreet
Somerton
Bridgwater
Chard
Yeovil
Crewkern
Martock
Shepton Mallet
Bristol
Midsomer Norton
Clevedon
Cheddar
Portishead
Bath
Chippenham
Devizes
Trowbridge
Marlborough
Swindon
TidworthWestbury
HungerfordNewbury
Basingstoke
Corfe Mullen
Bromham Skate Park, Kennet Furniture Refurbiz, Reach inclusive arts, Relate Counselling.
Wiltshire
Julian PaineWiltshire regional director
Welcome to the Wiltshire customer annual report 2013/14 where you can read all about our achievements, results and performance.
We place customers at the heart of everything. This report demonstrates the real impact customers have on our neighbourhoods and the services received via Customer Boards, Customer Scrutiny Panel and Neighbourhood Panels (to name just three ways we involve customers).
In Wiltshire we have 6,460 homes, including 5,378 rented, 123 leasehold, 402 shared ownership and 557 homes for older people. If you’d like to know more, you’ll find more information and reports on our website.
If you’d like a hard copy of this report or you require a different format, please let us know. And don’t hesitate to contact us if you’ve got any questions.
Highlights across all regions
Zone 21
Relate Counselling, installation of goals, fence, bins and trees, Kennet Furniture refurbiz, Contact a family.
Zone 25Zone 22
Zone 26Zone 23
Zone 24Kennet Friends, TCAP Awards, E-Safety Workshop for Parents, WW1 Commemorations.
Potterne & Worton youth project, Worton Bench Project, Worton & Potterne Parish Council Defibulater Project, Kennet Furniture Refurbiz.
Pewsey Youth Council, Circular Arts Unison and Harmony Project, Wiltshire Wildlife Trust Community Garden Project, Great Bedwyn Youth Club membership.
Kennet community transport, Kennet Furniture Refurbiz, Trinity School Trim Trail, New Road Centre.
Holy Cross Church Gardening Club, Ramsbury Meadow project in partnership with Wiltshire Wildlife Trust, Knowledge Crescent Park Project, Axford Village Hall.
27 neighbourhood panels made up of customers and community members discuss what’s happening in their ‘zone’. They’ve got £16,000 to spend on projects that benefit their community and in their first year spent 81.90% of the money available. Here’s some examples:
All customers now benefit from the neighbourhood approach, making sure we understand what’s important in each ‘zone’ and can focus our resources there.
A new Customer Scrutiny Panel takes an independent look at our services and performance. It’s looked at how customers can swap their home (mutual exchange) and we’ve already acted on its recommendations.
We’ve introduced a new, quicker way for customers to raise any complaints. A customer-led Designated Complaints Panel now helps deal with complaints which are difficult to resolve.
Our partnership with Tamar Housing Society means that Devon & Cornwall customers and Tamar residents now receive a joint service from local offices in Plymouth.
242 homes have been provided through the Wiltshire Private Finance Initiative. Customers moved into the last ones in February 2014, over 3 months ahead of schedule.
We’ve entered into a new grounds maintenance service which gives a higher standard of service at a cheaper cost for most customers.
Welfare benefits changes are starting to have a big impact. We’ve contacted all customers who are affected by the under occupation penalty (or ‘bedroom tax’) and offered support and advice. But we’ve also taken action to ensure that rent and other charges are paid.
Did you know?We’ve spent £6.11m on home
improvements in Wiltshire, including fitting 322 new
kitchens, 73 new bathrooms, 357 new boilers/heating
installations and windows in 25 homes.
Customer Board
There are five Customer Boards, one for each region. A new Customer Board for Dorset was introduced in April 2013.
They’re linked to our Board and have a real say in how services are provided to customers. For the first time, customers have been responsible for setting our targets (from April 2014).
They now approve our policies and contribute to the development of strategies, ranging from how we deal with anti-social behaviour to customer involvement and community development. Alongside the Customer Scrutiny Panel, they’ve met with our Boards and directors to debate key issues like value for money.
Customer Boards in Devon and Cornwall, Hampshire, Somerset and Wiltshire have awarded grants benefitting customers totalling £500,000 in 2013/14. And from April 2014 the ‘Customer Board Improvement Grant’ was extended to Dorset. Wiltshire’s Customer Board has funded a variety of projects in 2013/14, including the installation of CCTV at Louise Rayner Place in Chippenham, a garden store at Angel House in Bromham and solar panels at a number of properties in Wiltshire.
Formal complaints 146
Anti-social behaviour cases recieved
26
Customer arrears 2.30%
Repairs satisfaction 95%
Contact centre average call waiting time
0.33 secs
General needs average re-let time
16.28 (days)
Housing for older people average re-let time
40.79
Income lost through empty homes
0.68%
Customer satisfaction with landlord
85%
Key performance info
Aster Communities, Sarsen Court, Horton Avenue, Cannings Hill, Devizes, Wiltshire SN10 2AZ.
Value for moneyAster’s a social business and to help us serve local communities we always focus on providing value for money. Since the merger between Aster Group and Synergy Housing in 2012, £3.4m has been saved – mostly from efficiencies in property repairs and maintenance.
But there’s lots more we do to ensure value for money. For example, our debt and benefit advisors helped customers to get benefits and grants of over £1.5m. We supported over 1,200 victims and witnesses of anti-social behaviour. We also sold 13 properties and the income of £1.13m was used to provide new affordable housing.To find out more about value for money, visit www.aster.co.uk.
Wiltshire
Tel: 01202 308600Tel: 0333 400 8222