Annual Report 2024 - Greatwell Homes

Welcome to our Customer Annual Report

2023/24

Here you can find out about what we've achieved in the second year of our Live Greatwell corporate plan.

Watch the film to learn more about the projects we’ve been working on and what these mean for you.

See how we’ve performed and explore key facts and figures from a positive year below.

Live proud

5,188

Homes we own and manage

(2022/23: 5,185)

97.4%

Customer satisfaction with grounds maintenance

Services changed in response to customer feedback

Find out more about our Place Shaping work here

View our Live proud strategy here

Live green

£5.5 million

Invested in existing homes

All new build properties handed over with an

EPC rating of B

View our Live green strategy here

Live happy

9.24

Overall customer satisfaction with homes and services

(Target:8/10)

184

Number of compliments received

(2022/23: 200)

112

Number of complaints received

(2022/23: 178)

94.29%

Satisfaction with how complaints were handled

(2022/23: 97.4%)

Find how we've used our complaint learning to improve services here.

Completed an independent perception survey to understand what partners and stakeholders think of us

Received 35 responses:

Council officers & politicians ✓

Developers ✓

Peers ✓

With highly-positive feedback:

People and diversity

206

People we employ (full-time equivalents)

(2022/23: 195)

Our employees by ethnicity

Mixed Black carribean

Our leadership members by gender

Our board members by gender

View our Live happy strategy here

Live safe

99.98%

Percentage of homes with GasSafe certificates

(2022/23: 99.8%)

99.92%

Percentage of homes fitted with carbon monoxide detectors

(2022/23: 84.5%)

22 days

Average time to complete routine repairs

(2022/23: 24.9 days)

98%

Emergency repairs completed in target time

(2022/23: 99.1%)

93%

Customer satisfaction with (last) repair

(2022/23: 93.95%)

21.29 days

Average time to relet vacant homes

(2022/23: 31.07 days)

New homes built / acquired

(2022/23: 15)

Affordable rent

Shared ownership

Other

View our Live safe strategy here

Financial

£29.9 million

Turnover

(2022/23: 28.5 million)

£4.7 million

Operating surplus

(2022/23: £6.6 million)

£157 million

Value of net assets

(2022/23: £146.5 million)

£2.1 million

Net surplus

(2022/23: £1.9 million)

16%

Operating margin

(2022/23: 22.97%)

How we spent each £1

Interest

Employees

21p

Repairs

24p

Major improvements

12p

New homes

25p

Office & operating costs

12p