Our Performance

We track and monitor a wide range of performance indicators to ensure that services are delivered in line with customers’ expectations and our Corporate Plan. Performance is monitored at all levels of the Trust and is scrutinised by our Customer Assurance Team who work within our governance structure. They make recommendations for areas of improvement or scrutiny, to make sure our services reflect the needs of our customers.

You can see our quarterly performance results below. Whilst we monitor service performance daily, every three months our Board review a dashboard of Strategic Achievement Measures (SAM's) this gives the Board a detailed understanding of how our services are performing. 

Tenant Satisfaction Measures

Tenant Satisfaction Measures show and compare information on areas such as repairs, safety checks and complaints.

This ensures:

  • Tenants can scrutinise our performance.
  • We have insight about how our customers feel about us and how they feel we can improve.
  • We can provide intelligence to our regulator about how we are performing against the Regulatory Consumer Standards

Here are our 22/23 Tenant Satisfaction Perception Measures. The full list of measures are coming soon. 

tsm

tsm

tsm

There are 22 Tenant Satisfaction Measures, covering five themes. Ten of these are management information reported by us, the landlord, and 12 are measured by carrying out tenant perception surveys. This survey is referred to as a STAR (survey of tenants and residents survey) survey. We carry our our STAR survey twice a year. We instruct an independent research company, called Acuity to gather feedback from our customers to help us understand how customers feel we are performing and we know what to focus on so we can continue to improve. 

The STAR ‘tracker’ survey calls will only ever take place Monday to Friday between 9.30am and 7.45pm, and on Saturday’s between 10am and 6pm. Customers will only ever be asked to complete a tracker survey once within a 12-month period.

To see our most recent STAR survey results click here. You can read our previous results below. 

To read our 2022/2023 STAR results click here. We also publish an overview of our results on our Facebook page regularly. 

Customer Insights

At the Trust we use Customer Insights to understand how customers use our services, and also to ensure we understand what’s working well and what we need to improve on.

You can read our Customer Insights reports below. The reports detail a wide range of information, from call handling time, which teams customers are calling to speak to, call wait time, reception visits and complaints. We use this information, along with other performance data to improve our services to customers. 

Customer Contact Insights Report Q3 23-24 

Customer Contact Insight Report Q2 23-24

Customer Contact Insight Report Q1 23-24

 

Annual Report 2022/2023

annual report 22 23 Our Annual Report 2022/2023 highlights what we’ve achieved together to improve people’s quality of life and transform homes and neighbourhoods. 

As we marked our 20th anniversary year in 2022, it was a time to reflect on how far we’ve come at Weaver Vale. Putting this report together on the period from April 2022 to March 2023 also enabled us to recognise the very real impact the cost-of-living crisis continues to have on our customers. As you’ll read, it’s clear that despite the challenges of the past year, together we’ve achieved a lot. We are proud to have retained our G1/V1 rating for another year. This means we meet the highest standards for governance and financial viability set by the Regulator of Social Housing. This is testament to the hard work of everyone at the trust. 

Wayne Gales, Chief Executive and Paul Smith, Chairman.

You can read the report here. If you would like a printed copy or large printed version please email us with your full name, address and postcode enquiries@wvht.co.uk

 

Complaints

Its really important to us that we listen to all our tenants feedback, including listening to complaints. So that we can act upon this. Find out more about our complaints procedure by visiting this page

You can read our most recent Annual Complaints and Compliments Annual Report here, you can also read our Self Assessment against the Housing Ombudsman Complaint Handling code here.

 

Previous Annual Reports

You can read our current and previous annual reports below. If you would like to receive the current annual report in a printed format please email us enquiries@wvht.co.uk and we will post a copy to you. 

Annual Report 2022  2023

Annual Report 2021 2022

Annual Report 2020 2021

Annual Report 2019 2020

Annual Report  2018 2019

Our Year 2017 2018 - YouTube

Annual Report 2016 2017

Environmental, Social & Governance Reports

Welcome to our Environmental, Social and Governance Report. The report looks at our Environmental, Social and Governance (ESG) highlights from the last financial year and it is the second time we have published as an adopter of the 'Sustainability Reporting Standard for Social Housing'.

The Sustainability Reporting Standard for Social Housing (SRS) was launched in November 2020. You can read more about this reporting here

The Standard was set up in response to concerns that ESG investment in social housing was being inhibited by the absence of a common reporting standard. The SRS is a voluntary reporting framework, covering 48 themes across the three overarching areas of Environmental, Social and Governance and includes sub-themes such as zero carbon targets, affordability, safety and resident voice.

This report is forms part of our wider performance reporting, which includes our Annual Report, Financial Statements, Transparency Reports, Corporate Social Responsibility Statement and Customer Assurance Team Reports, all of which helps the Trust demonstrate to customers, funders and stakeholders how we perform against key criteria including, climate change, social value and resident voice and governance.

We are very aware that there are many challenges for our tenants and for the planet. As a local employer and landlord of choice we remain committed to investing in our homes, tackling the challenges faced by our customers, communities and colleagues and above all Building Back Fairer.

2022/2023 Report

2020/2021 Report 

 

Corporate Social Responsibility

The aim of this statement is to clarify the position of the Trust and broadly outline our existing activity and approach to matters relating to Corporate Social Responsibility. 

What is Corporate Social Responsibility (CSR)? We define CSR as;

“The responsibility of an organisation for the impact of its decisions on society and the environment above and beyond its legal obligations, through transparent and ethical behaviour."

We realise we can contribute towards growth and sustainability in the communities in which we operate and our pledge is to;

“We will act and do business in a fair, ethical and transparent way that contributes to the health and wellbeing of our customers, colleagues and society”

CSR is part of what we do at the Trust and compliments our Corporate Plan, Strategies and Values. It can be broadly categorised into;

• Environment
• Community & Social Value
• Workplace
• Commercial Activity

  • Read our 2024 Corporate Social Responsibility statement HERE