Welcome
From Resident Services Director Kathryn Harrison
Welcome to the 2022/23 Residents' Annual Report, a chronicle of a year marked by significant growth, resilience amidst challenges, and a strong commitment to enhancing the lives of our residents living in an English Rural home. This year has been pivotal in helping us understand our approach to resident services, seeking to focus on more open communication, and building a responsive, supportive environment.
A key component of our year has been the comprehensive Resident Satisfaction Survey, which reached 1,494 residents. This survey, adhering to the Regulator of Social Housing's standards, has been crucial in gathering your insights and the results will be used to shape our services accordingly. With 74% of residents expressing satisfaction, particularly in the provision of safe homes and our accessibility as a service provider, we have a strong foundation for further enhancement.
Kathryn Harrison, Resident Services Director
We remain committed to transparency and proactive communication, evident in the enhancements made to our digital platforms and customer services. This year also marked significant strides in property upgrades and addressing cost-of-living challenges with initiatives like the Household Support Fund. Additionally, our Stock Condition Survey will inform how we invest in homes going forward.
English Rural stands as a testament to sustainable growth, demonstrated by the integration of smaller housing associations into our Group, enhancing our services, and aligning with our strategic goals.
Our development strategy remains focused on high-quality, environmentally responsible rural homes, a commitment mirrored in our completion of 'A' rated energy-efficient homes.
As we move forward, we remain energised by our mission not only to maintain but continually raise the standards as set out in our Customer Charter and will work to expand resident engagement and the customer's voice. Our strategy is also underpinned by a steadfast commitment to value for money, ensuring that every decision and investment directly benefits you, our residents.
As we continue to build trust, we know that engagement and feedback are the cornerstone of our service delivery. Together, let's continue to cultivate English Rural as a place where every resident feels more than just accommodated, but truly at home.
Your feedback has been instrumental in identifying areas for growth, such as improving grounds maintenance and the efficiency of our repairs service. We are committed to evolving these areas, guided by our expanded resident services team, and reinforced by robust internal audits focusing on issues like damp and mould. Our newly co-created Customer Charter and resident-specific annual report reflect our dedication to amplifying your voice in our community.
