Residents Annual Report 2016/17

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1 Residents Annual Report 2016/17 Welcome to our annual round-up of how we performed last year. Radian has had a great year seeing our lowest arrears performance to date, our lowest average time to re-let our properties and our highest customer satisfaction. We have also greatly reduced our costs by driving our Value for Money strategy throughout the organisation helping us to achieve more with less. More detailed performance information is published on the Radian website every three months and there is information about how we achieve Value for Money too. Please visit You can also get in touch with us by calling or ing

2 Income & Expenditure Rents are important to us as they form the majority of our income. This means we can deliver more homes, provide quality services and maintain our homes to a good standard. Rents also help us fund our commitments for the year ahead. Expenditure Net Interest & Similar Charges 27,214,000 Fair Value Movements 1-2,084,000 First Tranche Sales Costs 8,517,000 Depreciation 2 and Impairment 3 13,649,000 Routine Maintenance 11,272,000 Cyclical Maintenance 4,401,000 Major Repairs 10,000,000 Service Charge Costs 6,265,000 Management 18,993,000 Care & Support Costs 2,565,000 Other net costs 6,720,000 Taxation 91,000 Gain on Disposal of Assets - 4,919,000 Income Rent 109,577,000 Care & Support 2,157,000 First Tranche Sales Income 10,723,000 Service Charge Income 5,697,000 Help to Buy Agency 1,894,000 Other Income 600,000 Market Rents 2,159,000 Amortisation of Capital Grant 4 4,463,000 Income Total 137,270,000 Expenditure Total 102,684,000 Notes 1 - Fair value movements are changes in market values of either Radian properties held for market rent or financial instruments which are investments or interest rate agreements which are held at market value. 2 - Depreciation is a measure of the deterioration in the value of our assets, which are primarily our housing properties, over time. 3 - Impairment arises where our housing properties are no longer worth the value we hold them at in our accounts. 4 - We have received social housing grant from the government to help us acquire homes. The value of this grant is spread over 100 years which is the expected life of our properties.

3 Contact with our customers The way Radian works and operates is evolving to support the changing needs of our customers. Customers are choosing their means of contact and are increasingly opting for self-service methods. 43% of payments were made this way last year which is an increase of 5% on the previous year. 10,148* customers are now registered with My Radian. We met our target for calls answered and although the target for resolution was just missed, quality stayed high. This ensured customers were still receiving a high standard of service from Radian Direct. 96.3% Quality of service within Radian Direct (target 94%) *as at end June % % of contacts resolved in Radian Direct (target 82%) Calls answered in Radian Direct* 2016/ % (target 93.0%) 2015/ % 2014/ % *excluding Home Ownership

4 Repairs and maintenance In 2016/17 we spent a total of 29,735,569 on repairing and improving homes. In we expect to spend approximately 30m on repairs and maintenance and an additional 5.7m on improving homes with replacement bathrooms, kitchens, windows and heating. 4,120,401 of this was spent on voids (empty properties); the rest was split as follows: 404,908 Lift maintenance 3,290,758 Replacing bathrooms and kitchens 2,073,836 Roofs, internal & external decorating 2,440,194 2,581,980 Keeping homes safe (Gas servicing/safety tests, electrical testing, water testing, fire equipment testing) 7,251,488 Responsive repairs 478,026 Adapting homes for people with disabilities Boiler/heating replacements Including out of hours and all gas repairs we completed a total of 70,000 repairs.

5 Satisfaction with repairs Your safety matters Gas compliance 100% (target 100%) Every year our Technical Services team test and service gas supplies and appliances for our tenants across the region, as required by law. 94.7% Repairs completed right first time (target 94%) We are very proud to have achieved 100% compliance which means all our properties, where required, had been checked and issued with a valid gas certificate. This can only be achieved through the collaboration and joint working of the various departments involved. We also run ongoing programmes to test electrical safety and fire safety equipment and we test water too. 97.9% Satisfaction with repairs (target 95%) Smell gas? Call the National Gas Helpline on

6 Empty homes There are always people waiting to move into empty homes, but while they are still empty no rent is being paid, so we do our best to let them as quickly as possible. During 2016/17 it took an average of 18.2 days to let ordinary flats and houses to individuals and families (our general needs tenants). When we include housing for older people (HfOP) and homes with higher rents, you ll see it can take a little longer to get the property ready and find the right tenant. Tenancy Sustainment Void loss Void loss is the rent we lost out on due to having empty properties. Void loss as a percentage of debit over a three-year period 2014/ / /17 All properties 0.88% 0.79% 0.67% General needs & HfOP 0.61% 0.64% 0.51% Target for General needs & HfOP 0.70% 0.90% 0.80% Radian has eight Tenancy Sustainment Officers (TSOs) providing housing related support to help tenants maintain their tenancy and home. Radian is working to better understand why some tenancies don t last long. The aim is to reduce the number of tenancy failures due to vulnerability by identifying personal, social and financial factors that could lead to an eviction. The number of evictions for general needs, supported and intermediate market rented properties have gradually been reducing: 2014/15-86 evictions 2015/16-71 evictions 2016/17-63 evictions 18.2 days Average days taken to re-let general needs properties (target 20.0 days) 21.4 days Void turnaround time for all property types (target 25.0 days)

7 Complaints When you make a complaint we will contact you to discuss it as soon as possible and aim to resolve it quickly. During the investigation we will keep you regularly updated and any decisions that are made will be explained. We will say sorry if we have made a mistake. We will contact you once all agreed actions have been completed to make sure you are satisfied the matter is resolved. We will also contact you to ask you a couple of questions to find out how satisfied you were with the process. We received 347 complaints during 2016/17, which is 80 less than the previous year. The subject of complaints varies, and the most common complaints are related to repairs, however repairs are by far our biggest service area and they also receive the highest number of compliments. Radian received a total of 795 compliments during 2016/17. Radian is being proactive and making sure that we learn from complaints, for example; a direct debit payment was taken too early from a customer s bank account. After investigation we identified a software system issue. We have now been given guidance from the software suppliers and procedures have been updated. This error should not happen again, but in the unlikely event that it does we have clear steps as to how to fix it. Satisfaction with Complaint Handling HouseMark Upper Quartile 71.0% Radian target 71.0% Radian achieved 75.6% Satisfaction with Complaint Outcome HouseMark Upper Quartile 66.4% Radian target 70.0% Radian achieved 72.8% In 2016/17, 205 surveys were completed. This figure represents around 57% of resolved complaints.

8 Income management The chart below shows the total amount of debt owed to us in relation to the total amount due. Over the last year we have worked really hard to make sure that we have been able to give customers help and support when they have needed it so that they don t fall behind with rent or struggle with other debts. More of our staff have been working on supporting customers that are finding it difficult to manage money or claiming universal credit. Our EST team has been helping residents find work. Target 2.5% 2014/ / /17 1.8% 1.8% 1.5% Figures refer to all current tenant arrears, net of Housing Benefit (as % of annualised debt). This includes: sheltered, supported, general needs, market rent, intermediate rent, shared ownership and leasehold debt and other charges (such as sewerage and mobile home pitch fees).

9 Neighbourhoods Radian communities are split into five regions: Avon, Rother, Solent, Thames and Longwood Park. We have properties across the south from as far west as Wiltshire to as far east as Slough. We cover Berkshire, Buckinghamshire, Dorset, Hampshire, Isle of Wight, Surrey, Sussex and Wiltshire. The levels of satisfaction with our service have stayed consistently high throughout the year. Overall, these figures represent good performance from neighbourhood teams from across all regions. If you re interested in getting more involved with Radian and in your community, please get in touch. You can choose how much time you give and there are plenty of opportunities to give feedback. Call us on or visit Tenant satisfaction with landlord service (tenants & owners) Our Target 84.9% We achieved 85.5%

10 Anti-social behaviour Our staff and residents have worked together to improve the way we respond to ASB and support the people experiencing it. Our specialist team works with lots of other agencies to make sure that we give the best support we can to victims of ASB and domestic abuse and to find effective ways to resolve problems. We have our own in-house solicitor and we want to make it as easy as possible for customers to report problems. Respond to initial ASB reports within one working day and draft an action plan There is lots of advice and guidance available on the Radian website and that s where you ll also find our Outcomes magazine that is all about ASB cases we have been dealing with. You can find our ASB page at: Provide weekly progress updates to ASB complainants (in a format and frequency determined by the customer) Target 90% Radian 96% Target 90% Radian 98%

11 Want further information? If you have any questions about this information, please call us on or Did you know? Radian s Scrutiny Group is a group of residents, including some independent members co-opted for their specialist skills and experience, who have volunteered to keep an eye on Radian s performance from the perspective of customers.

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