Page 7 - Annua lReport 2014_2015
P. 7
Chairperson’s Report
Honorary Treasurer’s Report
Property Management Update
Housing Management Update
Tenant Engagement and Communication

3 Property Management Update

An essential area where the Association places Planned Maintenance Tenant Satisfaction with Repairs 2014
great emphasis on is Tenant Satisfaction with
the whole process of getting repairs carried out. The 2014/15 Planned Maintenance programme
We appreciate and understand the disturbance was completed successfully which included
that getting repairs works completed can our annual External Cyclic Maintenance (ECM)
cause and as a result we expect high standards programme and 2 separate Multi Element
from our Contractors. In order to monitor Improvement (MEI) schemes fully completed.
this process the Association has a policy to
contact every tenant after they have had repairs Our programmes of External Cyclical
completed to seek feedback regarding their Maintenance (ECM) involved a total of 96
overall experience from the Contactor making properties being externally redecorated or
a suitable appointment to how the Contactor cleaned and washed down.
conducted themselves within their property.
We also look at their experience when they The Association is currently busy preparing
contact the Association to report a repair and for the 2015/16 programme of planned
how helpful our staff are. maintenance with a further 50 properties
programmed for ECM works and 4 separate
As Graph 1.1 highlights the Association dealt schemes scheduled for various MEI works. No Answer 5%
with over 1400 individual repairs orders with Very Dissatisied 11%
the 2014/15 year and we are pleased to report Going forward the Association has recently Fairly Dissatisied 4%
from our tenant satisfaction surveys that 75% committed to £1 million pounds worth of
of our tenants are either fairly or very satisied planned maintenance to be spent over the Neither 5%
with the way that Rural Housing Association next 5 years in which approximately 50% of Fairly Satisied 50%
deals with repairs. The overall results are shown the stock will receive new kitchens, windows, Very Satisied 25%
in Graph 1.2 external doors and boiler replacements
amongst other planned maintenance. This
demonstrates the Associations further Graph 1.2
commitment to the constant improvement
of our properties thus ensuring that tenants
are able to live in high quality housing with
affordable rents in Rural Locations.

Rural housing association : annual report & accounts 2014-15 : 6
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