A housing organisation has said an increase in customer satisfaction is just one of its successes since introducing a new corporate plan.
After launching its 2015-19 Corporate Plan, bosses at Wellingborough Homes say there have been a number of successes for the newly refreshed organisation.
With a new executive team in place for only 18 months and investment in a governance and delegations framework, the organisation raised £85 million in funding to support their ambitious development programme.
Over the past year, 40 new build homes were completed and a further 60 new homes are in development.
Costs are decreasing due to improved efficiency and the organisation has delivered an operating surplus of 13.5 per cent higher than budget ensuring a strengthened financial position for the future.
Having retained a G1 V1 rating with the Home and Communities Agency, and with improved performance levels, Wellingborough Homes is also a peer leader in terms of repairs completed at first fix and has one of the lowest percentages of lost rental income from voids.
A restructured frontline service has been introduced, ensuring that the right staff are in the right place at the right time to support and advise residents which has led to customer satisfaction rates increasing from 87 per cent to 91 per cent.
A new customer involvement model has also been put in place and through the re-focused training academy, customers are gaining the skills needed to influence the organisation’s work and support themselves into employment.
Chief executive Jo Savage said: “I am extremely proud of what we have achieved over the past 18 months which has taken concerted and sustained effort by the board, executive team and staff to get us to this position.
“Whilst we know we still have challenges ahead I am very confident that we will build on this success and continue to deliver value for money services and living environments for our customers.”
To read the 2015-19 Corporate Plan Year Two update go to http://www.wellingboroughhomes.org/news/corporate-plan- update/
Wellingborough Homes is one of the largest local housing organisations in Northamptonshire, owning and managing more than 4,500 homes.
Set up in December 2007, it has a target to build about 500 homes over the next five years.
For more information go to www.wellingboroughhomes.org.