Thrive Annual Report

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In this edition 03 Welcome 15 Who moved into our homes during 2020-21 04 Your home 06 Keeping you safe & secure 16 Customer involvement 17 Complaints performance 08 Your services 18 Compliments and customer satisfaction 10 Improving our properties 20 Shaping our services for you 12 How rental income is spent 21 Supporting our communities 13 Providing more homes 22 Our commitment to the environment 14 A fair landlord 24 Keep our relationship going > Contact us to request a printed copy of this report! Or click here Annual Report for Customers 2020-2102
Welcome to the 2020-21 Annual Report for Customers 2020/21 was a challenging year for everyone. When we all had to spend much more time at home, safety continued to be our top priority. On behalf of the whole Thrive team, thank you for working with us through such difficult times. COVID caused various issues but we strived to maintain our services, while respecting the concerns you may have had about people visiting your home. We continued to deliver our repairs, planned and safety works in a COVIDsecure way by ensuring our teams had personal protective equipment (PPE) and observed social distancing. We appreciate your support meeting these important requirements. Some work could not be carried out safely so had to be delayed. We have since worked hard to complete these jobs and appreciate your understanding. Thrive usually spends around £4 million each year on major works such as new kitchens, windows and roofs. Due to the pandemic, some of our internal projects had to be pushed back to 2021/22 and we instead focused on external works on our homes. We continue to be living in uncertain times, and whilst we will always do our best to keep delivering our services, there may sometimes be delays and we appreciate your understanding should this occur. Your feedback helps us improve. Over the last year customers worked with us to make the myThrive hub easy to use and, through our Service Shapers Group, reviewed complaints and looked at how we can do things better. Our residents also shared their views on cleaning and grounds maintenance via our Question Time sessions, while our Customer Experience Panel continued helping us develop our services and future plans. The Customer Experience panel said they want us to prioritise a review of options to enhance our letting standard, which included improving your homes’ heating efficiency and sprucing up our communal areas. So, we are now spending an extra £1 million each year to bring all homes, where possible, up to a ‘C’ energy efficiency rating by 2030. It is important to us that we hear the voice of all our customers and listen to what you have to say – whether you are a Thrive tenant, leaseholder or shared owner. So please, do get in touch and share your views with us. Elspeth Mackenzie Chief Executive, Thrive Homes > Did we hit the mark? We want to share the things you want to hear about. Let us know here Annual Report for Customers 2020-2103
Page 1: Annual Report for Customers 2020-21
Page 5 and 6: Benefits of Home Plan Identifying a
Page 7 and 8: Keeping you safe in your home In 20
Page 9 and 10: We’re listening, learning and imp
Page 11 and 12: It is expected that the different p
Page 13 and 14: Building homes for the future This
Page 15 and 16: Who moved into our homes during 202
Page 17 and 18: What you told us Listening to and l
Page 19 and 20: How we are doing Over the last year
Page 21 and 22: Supporting our communities Our comm
Page 23 and 24: Greener homes We strive to reduce o

Thrive Annual Report

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