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Annual report 2021/22

Our report shows how well we delivered our services, how our performance compares with other landlords and our future plans to improve.

Spending and investment

Every year we invest millions of pounds in our homes and neighbourhoods. Our in-house team carry out routine repairs and maintenance, while trusted partners undertake large scale planned maintenance and major works on our behalf.

In total we spent £53.2m on improving homes in 2021/22.

How each £1 of your rent was spent

As a non-profit business, we spend your rent on improving homes, running our housing services and supporting our communities and neighbourhoods.

The largest portion of your rent was spent on major works, such as structural improvements and repairs to homes and buildings.

£53.2m
total spent improving homes
£12m
routine repairs
£16.2m
planned maintenance
£24.9m
major works

Keeping homes in good repair

Our repair appts. kept performance was similar to other housing providers. Sometimes we have to rearrange appointments, for example if we can’t get the right part to fix the problem.

The percentage of customers satisfied with the repairs service fell by 5%. We know there is room to improve, so we plan to launch a new repairs satisfaction survey to get better feedback about the service you receive and how we can make it better.

91%
repair appts. kept
100%
homes meet the Decent Homes Standard
96.83%
repairs within timescale
23 days
average time for repair
78%
customers satisfied with repairs service

Putting safety first

We carry out regular checks to our homes to ensure they are safe. We do this according to the standards set out by the government.

We make every possible effort to carry out these important checks, but sometimes the figure can drop below 100% if we are unable to access a property when the appointment is due.

100%
homes gas safety checked
99%
homes fire safety checked
100%
lifts safety checked
100%
homes water safety checked
100%
homes asbestos safety checked

Keeping your area clean and safe

Our neighbourhoods team support the smooth running of your building, local area and more.

The percentage of customers satisfied with their neighbourhood dropped 9% from last year. We have created a programme of regular community events so that we can work with you to improve your neighbourhoods.

81%
customers satisfied with their neighbourhood
1164
number of ASB incidents
£300k
spent removing fly tipping

Putting things right

If you aren’t happy with our service we want to know, so we can put it right and make sure it doesn’t happen again.

In 2021/22 the number of expressions of dissatisfaction and formal complaints were higher than last year.

Other housing providers have also reported an increase in complaints – we believe this is linked to the challenges caused by the pandemic as we continued to recover our services.

2446
expressions of dissatisfaction
265
formal complaints

Having your say

We are creating more ways for our customers to get involved in what we do, and have their say on how we do it.

We plan to expand our community groups and launch a new Customer Voice platform to give you even more opportunities to have your say.

71%
say whg listens and acts upon views
78%
customers satisfied with services
80%
would recommend whg
4419
customers engaged for feedback

Download the report

Access our full annual report document to see more about our performance in 2021/22.

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