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Annual Report SummaryTenants’ Annual Report summary 2011/12We published our tenants’ annual reports in October 2012. This year’sreports again are available online at www.adactushousing.co.uk and youcan request a printed copy by contacting us on callconnect 0845 505 3355mobileconnect 0300 111 1133 or info@adactushousing.co.ukTo support the launch of this report and help you,as our customer to get an idea of our work and performanceduring the previous year, we have put together a summaryin this edition of the newsletter.There are two themes that run through this year’s report:Theme 1:The refinement of customer servicesSince its introduction in 2009, the ‘Connect’ contact centrehas become the hub for much of what we do for ourcustomers every day.With well trained contact centre staff in place, three out ofevery four calls that came into Connect in the year wereresolved there and then.During the same period, 95% of customers told us that wecouldn’t have done more to serve them right first time.We continued to expand and improve the work of Connectduring 2011/12 and began in style by being awarded theCustomer Contact Association’s Global Standard followinga four day assessment. This is a fine accomplishmentconsidering it was achieved in just two years from thelaunch of our contact centre.Theme 2:Focus on Value for MoneyIn essence Value for Money can be boiled down toanswering two simple questions:1) What do our customers think of us?2) How much are we spending?The big story for Value for Money in 2011/12 is how we havebeen able to continue to reduce our costs but also improveon the quality of our services. Our audited accounts showthat our Operating Costs throughout the year have reducedand yet our customers hold us in higher regard than manyother successful companies.CONTINUED ON THE FOLLOWING PAGES - - - - - >inhouse | 3