Annual report
1 April 2020 to 31 March 2021
Accessible version of data
1 April 2020 to 31 March 2021
Customers and support
204,195 calls received by Homes Direct and Telecare, compared to 225,574 in 2019 - 2020
20,741 webchats, compared to 14,983 in 2019 - 2020
90.8% of customer complaints responded to on time, compared to 87.9% in 2019 - 2020
98.6% of tenants were happy with the way their ASB complaint was dealt with, compared to 97.2% in 2019 -2020
5,422 people were supported by Money Smart, compared to 4,628 in 2019 - 2020
133 people were supported into work, training, work experience or volunteering, compared to 253 in 2019 - 2020
Repairs and maintenance
53,806 response repairs were completed, compared to 63,781 in 2019 - 2020
94.7% of repairs were completed on time, compared to 96.9% in 2019 - 2020
Safety
100% of communal area fire safety checks were carried out, compared to 100% in 2019 - 2020
100% of gas safety checks were carried out, compared to 99.9% in 2019 - 2020
Lettings and new homes
96.4% of new tenants were satisfied with the lettings process, compared to 98% in 2019 - 2020
92 customers have exchanged properties, compared to 96 in 2019 - 2020
4 new homes were built, compared to 38 in 2019 - 2020
We also bought 19 new homes
36 days on average to re-let homes after repairs, compared to 10 days in 2019 - 2020
12,446 people on the housing register, compared to 9,501 in 2019 - 2020
1,068 properties were allocated, compared to 1,222 in 2019 - 2020
Income
97.6% or rent was collected, compared to 96.8% in 2019 - 2020
10,271 rent accounts were in credit at year end, compared to 9,550 in 2019 - 2020
How money was spent
£14.5 million on repairs, compared to £13.2 million in 2019 - 2020
£5.8 million on major works, compared to £6.5 million in 2019 - 2020
£4.5 million on planned maintenance, compared to £4.6 million in 2019 - 2020
£6.4 million on housing management, compared to £5.6 million in 2019 - 2020
£3.4 million on estate services, compared to £3.5 million in 2019 - 2020
£3.3 million on homeless services, compared to £2.7 million in 2019 - 2020
£2.4 million on other direct costs including facilities
£6.7 million on overheads including IT, staff training and business support
£46.9 million overall spend, compared to £47.3 million in 2019 - 2020
You may have noticed that what we collected in rent outweighs what we spent last year. This is because all the rent we collect goes to the City of Wolverhampton Council. In return, they pay us a management fee. Figures are rounded to one decimal place.