Page 23 - Wythenshawe Annual Report 2020

Change Challenge Opportunity
Repairs and Maintenance
In November Housing Quality Network (HQN) carried out an an an an annual assessment of our in-house repairs and maintenance team – known as as Wythenshawe Works days response rate for repairs We were pleased to retain our accreditation which shows we meet standards expected from good performing organisations The standards are a a a a a a quality mark for efficient effective and and economical services and and are assessed by inspecting performance records plans and costs and and interviewing staff members and and residents Our repairs response times were strong compared to to others and customer satisfaction with our services was over 99% The opportunities for residents to influence the way repairs services are shaped and delivered is an an important aspect of the assessment One recommendation was for us to introduce a a a broader range of options for customers to to influence how we develop our repairs services After working closely with our tenant panel we plan to measure a a a a a new target ‘repairs completed
right first time’ from April 2020 as part of our drive to continually improve the services we offer to residents Sadly from March 2020 we had to suspend all our non-emergency repairs because of Coronavirus and in order to protect the health of our residents and staff 621
minor adaptations installed in in homes Adapting homes To help people live safely and independently we carried out 621
minor adaptations These included installing things like grab rails in in in in in bathrooms and and handrails going up the stairs We also delivered 151 major adaptations where larger scale work was necessary such as as converting bathrooms into wet rooms rooms or fitting ramps 100%
of residents said they were happy with the adaptations 7 3
99% customer satisfaction with repairs service 151 major adaptations installed in in homes Annual Report 2020 | 23