Welcome to our
Annual Report
to Residential
We’re pleased to share the 2022-23 Annual Report to Residents with you, all numbers have been rounded to the nearest whole number and relate to the financial year 2022/23. If you have any questions about the report please contact the team below.
Business
The following figures relate to our general need homes, these are the numbers of properties we have in each tenure.
The number of general needs properties have increased over the last year with the majority in Shared Ownership and Affordable rent
6773
Social rent
832
Affordable rent
10
Subsidised rent
643
Independent living
320
Shared ownership
687
Leasehold
45
Shops
1917
Garages
It’s been another busy year for us as we continue to grow beyond Aylesbury Vale. The map above shows our new expanded operating area (in red), bringing homes to more people in need.
The total number of enquiries dealt with by the Contact Centre increased to over
104,300
in 2022/23
We saw an increase in the total number of contacts to the team with emails increasing the most by 38% and telephone calls by nearly 10%. Following the introduction of My HomeHub in August 2021 online interactions during this financial year totalled 5,528. We also ran a webchat trial in 2022-23 which saw 190 enquiries answered.
How are we making Fairhive a great place to work?
With our employees, we developed our agile working guidelines and role workstyles, which reinforced providing great service whilst supporting a work-life balance. Employee Engagement and our Wellbeing Index are strong at 73%/76% respectively.
During 2022/23 we signed the Menopause Workplace Pledge, achieved Disability Confident Leader status (only the 8th Housing Association nationally to do this) and we ran Inclusion Network meetings covering transgender, autism, diabetes and multiple sclerosis. We were shortlisted for four awards and employee turnover was 11%, better than upper quartile in our sector!
Awarded
Customer Service Excellence Standard Jan 2023
We successfully achieved our 5th year Customer Service Excellence assessment with full compliance. The assessment identified 11 keys strengths and 3 areas for development. The areas to be developed are the number of voids, increased use of MyHome Hub and complaints completed within target.