Housing Services Annual Report 2023/24

You – resident led services, putting you at the heart of everything we do 

We answered 65,395 calls from residents as well as handling 23,242 digital interactions, this includes contacts that come in via our website as well as enquiries via social media.  

83% of residents were satisfied with our customer service. One commented: “Joanne was amazing! … She took control of the request and dealt with it promptly. It was a breath of fresh air to have someone take control of the situation and take responsibility. She is indeed an asset!" 

The cost-of-living crisis continued. Shopping and fuel prices remained high and many of us are feeling the pinch. This is where our money advice team can help. They supported 3,441 residents, helping them to access £875,416 of support.  

Our rent team collected 95% of the rent owed and worked hard to support residents in rent arrears to effectively manage their debt and reduce this over time. More than 50% of residents who started the year with rent arrears were no longer in arrears by the end of the year.  We would like to thank everyone for prioritising their rent payments during these challenging times. 

330 residents were supported by Naila our energy advisor, she can advise on how to reduce your energy consumption in the home, and she knows all the best fuel tariffs. Last year she helped residents save 48 tonnes of carbon and £65,029 on their energy bills. 

Your home - high quality housing services and home improvements for secure, warm, sustainable homes 

69% of repairs were completed on time. 82% of residents were satisfied with their repair and 99% of homes had a gas safety check.  

We spent over £10 million on improvements made up of 1,574 individual improvements to homes. £1.4m of this was spent making homes more energy efficient to support our vision to become a zero-carbon city by 2038. 

Our estate services team cut the grass in 1,885 gardens, where residents were unable to do it themselves. 

And 69 households moved into our brand new, low carbon homes in Silk Street, Newton Heath. They were built to HAPPI design principles, featuring ground source heating, solar panels, electric vehicle charging points, living walls and green roofs. 37 of the residents who moved were downsizing, freeing up their original homes for households that needed them. 

Your Neighbourhood - welcoming, safe and vibrant neighbourhoods 

Our community safety team investigated 169 cases of ASB and opened 119 safeguarding cases. 

Our waste and recycling team investigated 421 reports of fly tipping and removed 431,530kg of waste. 

We donated £10,000 to local community groups through our Hobin’s Community Fund. The winners included the Collyhurst and Moston Boxing Club, who provide opportunities for young people and Men United Against Suicide Football Club. Members of the community joined us to vote for their favourite groups, thank you to everyone who took part. 

This fund is available to community groups every year. It means a lot to us to be able to support the wonderful people working hard to improve the lives of people in the communities we serve. 

And we held 25 community events. 3,840 of you joined us to party in the parks of north Manchester, to pitch in with our clean up days and vote for your favourite community groups in the Hobin’s pitch events.