Annual report 2022/23

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 £50.5m on improving homes in 2022/23.

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 repairing, servicing and improving homes.

total spent improving homes
routine repairs
planned maintenance
major works

Keeping homes in good repair

The percentage of customers satisfied with the repairs service increased by 6% from last year. This data was gathered with our new repairs satisfaction survey which is helping us to improve, alongside an additional £1.6m investment into the service.

Our repair appointments kept performance was similar to other housing providers. While all these repair appointments were attended, the 6% ‘not kept’ were attended earlier or later than planned.

repair appointments kept
homes meet the Decent Homes Standard
repairs within timescale
29 days
average time for repair
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 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 check is due. It’s vital for the safety of your family and neighbours to make sure someone is home to let us in for your scheduled appointment.

homes gas safety compliant
homes fire safety checked
lifts safety checked
homes water safety checked
homes asbestos safety checked
homes electrical safety compliant

Keeping your area clean and safe

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

49.7% of customers said they were satisfied we made a positive contribution to where they live.

We work closely with local councils and the police to tackle fly-tipping and anti-social behaviour. We have added a new online reporting tool for fly-tipping so you can easily tell us about issues in your area.

We have also invested an additional £1m into improving our CCTV network to help keep communities safe.

customers satisfied that whg makes a positive contribution to where they live
total number of ASB incidents reported (38 per 1,000 homes)

Putting things right

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

In 2022/23 the number of expressions of dissatisfaction fell but the number of formal complaints was higher than last year.

We have simplified our complaints process to make it quicker and easier for you to come to us with any problems.

expressions of dissatisfaction (63 per 1,000 homes)
formal complaints (17 per 1,000 homes)

Having your say

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

We have launched the loop, our new customer voice platform, which gives you more opportunities to tell us what you think.

say whg listens and acts upon views
customers satisfied with services
would recommend whg
satisfied their rent provides value for money

Download the report

Access our full annual report document to see more about our performance in 2022/23.